ProProfs Chat

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. “From where do we start?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Rewards Programs 96

TechSee

SEPTEMBER 9, 2020

Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services. This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals.

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Management Multi-Channel Contact Center Webinar 145

ShepHyken

SEPTEMBER 9, 2020

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight? That’s exactly what happened to my friend and fellow professional speaker, Beth Terry. She has a three-bedroom home.

Customer Service Training 132

Customer Service Training Customer Service Customer Expectations Information 132

The DiJulius Group

SEPTEMBER 9, 2020

1. Feature Article Your Customer Experience is the Best Marketing By John DiJulius, Chief Revolution Officer When it comes to a company’s budget, every department annually fights for an increase in its own budget. That’s not surprising; the outcome will determine what the department is allowed to spend for the following year. This is. Read Full Article.

Marketing 105

Marketing Customer Experience Article Customers 105

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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

Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. More customers opt to solve issues on their own through knowledge bases, web, chat, voice, or a combination of channels. According to Gartner, 81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.

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Virtual Agent Contact Center Download Customer Journey 65

Kitewheel

SEPTEMBER 9, 2020

Possible side effects of reading this blog include a newfound appreciation for VoC data, a stronger grasp of customer journey concepts, and a desire to build better experiences at your business. If symptoms persist, please contact your customer journey expert , as this may be a sign of a need to change your journey strategy. The journey for healthcare providers, pharmaceutical manufacturers, and even health insurance businesses can be complicated by data regulation, challenging emotions, and a h

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Engagement Advertising Customer Journey Voice of Customer 52

Magellan Solutions

SEPTEMBER 9, 2020

Over the years, technological advancements have innovated business communication. This resulted in the birth of live chat, an essential functionality of a website. This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today.

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2020 Insights B2C E-support 52

Hero Digital

SEPTEMBER 9, 2020

AmeriGas , the nation’s largest propane company, launched its new brand identity and website on September 3, 2020. The reimagined experience was created by Hero Digital, a leading independent customer experience (CX) company. As AmeriGas sought to tackle a three-year customer-first digital transformation, Hero Digital was tapped to chart a course aligning their customer needs to digital solutions.

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2020 Presentation Brands Interaction 71

Calabrio

SEPTEMBER 9, 2020

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.

Blog 59

Blog Webinar Contact Center Customer Satisfaction 59

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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

Forrester's Customer Insights

SEPTEMBER 9, 2020

CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premise application. Today, it is almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about […].

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Sales Marketing Customer Relationship Management Customer Relationships 65

Hero Digital

SEPTEMBER 9, 2020

AmeriGas , the nation’s largest propane company, launched its new brand identity and website on September 3, 2020. The reimagined experience was created by Hero Digital, a leading independent customer experience (CX) company. As AmeriGas sought to tackle a three-year customer-first digital transformation, Hero Digital was tapped to chart a course aligning their customer needs to digital solutions.

2020 52

2020 Presentation Brands Interaction 52

Kustomer

SEPTEMBER 9, 2020

“Unprecedented times” feels like such an overplayed phrase at this point, but it’s true. As a Customer Success Manager at Kustomer, I’ve had a front-row seat to how the pandemic has impacted (and still impacts) the businesses that are under my care. Some are struggling, some are booming. As I collaborate with my clients in building out business strategies, examining year-over-year performance trends is a tricky endeavor.

Average Handle Time 52

Average Handle Time 2020 Retail Competitive Advantage 52

Forrester's Customer Insights

SEPTEMBER 9, 2020

I don’t know about you, but I really like a good cheese board. You get a little bit of everything — a variety of cheeses, crackers, some meats, some fruit, maybe a little honey and nuts to spice it up. My wife and I were really into upping our cheese-board game during the months of […].

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B2C Technology Marketing Management 46

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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

Calabrio

SEPTEMBER 9, 2020

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.

Blog 96

Blog Webinar Contact Center Customer Satisfaction 96

Forrester's Customer Insights

SEPTEMBER 9, 2020

The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and old. Discover the four forces that will define the next era of consumer buying.

Consumers 45

Consumers User Experience B2C Marketing 45

Vanilla Forums

SEPTEMBER 9, 2020

All platforms, strategies and processes in your organization need to be measured in order to identify areas for improvement and areas to build on. Your knowledge base is no exception; collecting regular statistics on the performance and health of your knowledge base is what will keep it well-oiled and running as intended. Neglecting to collect and measure KPIs from you community can lead to the decay of useful information and an inability to provide your customers with an adequate level of custo

Measurement 95

Measurement Information Customers 95

Forrester's Customer Insights

SEPTEMBER 9, 2020

The events of 2020 have cemented the digitization of the B2B buying and selling process — and sales engagement (SE) vendors are well prepared to help businesses meet this moment. As sellers face an extended remote selling environment, larger buying teams, slower decision cycles, and a host of other challenges, companies of all shapes and sizes will need to arm their selling teams with SE and other foundational tools.

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Sales Engagement B2B 2020 36

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

The DiJulius Group

SEPTEMBER 9, 2020

John DiJulius interviews Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert. Adrienne is a national correspondent for ABC News often seen on Good Morning America and World News Tonight. She has covered some of the most historic headlines of the past decade and the biggest stories in sports and entertainment. Adrienne was the first.

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Entertainment Sports Article 94

Forrester's Customer Insights

SEPTEMBER 9, 2020

Direct-to-consumer (DTC) brands are fueling disruption by radically reorienting consumer expectations. As a result of the COVID-19 pandemic, brands of all kinds are looking to shore up their own DTC efforts as more consumers seek authentic and engaging brand relationships in increasingly digital spaces. As they craft their own brand’s DTC journey, B2C marketers and […].

Consumers 33

Consumers B2C Brands Engagement 33

Advantage Communications

SEPTEMBER 9, 2020

When your company is just beginning, it’s difficult to imagine that you will ever need a large customer support team to resolve customer issues and queries. Most companies soon find, however, that a call center is needed to keep up with requests.

Call Center 88

Call Center Customers Contact Center 88

MyCustomer

SEPTEMBER 9, 2020

Voice of the Customer Forget NPS - focus on customer/employee criticism.

NPS 129

NPS Customers 129

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Information

dscout People Nerds

SEPTEMBER 9, 2020

Your projects are like journeys. And like any good journey, planning is essential. .

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Roadmap 87

Kitewheel

SEPTEMBER 9, 2020

Key findings from the State of the Customer Journey 2020 report. Read the infographic below for a quick overview of the key trends we identified in our data for the past year. More information can be found within the State of the Customer Journey 2020 report itself. Even with the changes from COVID-19, the data and insights are still relevant. The post The State of the Customer Journey in 2020 Infographic appeared first on Kitewheel.

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2020 Customer Journey Insights Customers 52

NetBase

SEPTEMBER 9, 2020

Consumers are calling brands to action, and there has been a significant cultural shift from “I’ language to “we,” and with it, a social solidarity with brands matching their values. Many brands have learned to listen to this seismic shift using social listening. And capturing exceptional competitive intelligence. We will these explore valuable insights, including: Social platforms/media as a key component to “We’re all in this together” and why brands need to pay attention.

Consumers 52

Consumers Advertising Sports Fashion 52

SmartKarrot

SEPTEMBER 9, 2020

Hi there! This is the second time I am writing about the QBR meeting. In my last article, I went into the details of What is QBR and the choices that can make or break it. If you haven’t read that then I suggest it is worth having a glance before you read this one. Today, I’ll be going into the details of QBR meeting and will mention tips for conducting it successfully.

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Roadmap Metrics Presentation Measurement 10

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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