Think Customers

FEBRUARY 1, 2021

Nurses and other healthcare providers are at the frontline of the COVID-19 vaccination efforts. Ann Marie Muñana, a nursing and healthcare leader at Chamberlain University who also serves on the Chicago Department of Public Health’s Scientific COVID-19 Vaccine Work Group, shared insights from frontline efforts to distribute the COVID-19 vaccines. She also reflected on what it will take to increase vaccine trust and accelerate the vaccination rate.

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Healthcare Leadership Communication Information 52

ShepHyken

FEBRUARY 1, 2021

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. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.

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2021 Article Customer Service Rewards Programs 137

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%.

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2021 Telecommunications 2025 Average Handle Time 107

Steve DiGioia

FEBRUARY 1, 2021

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups

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Customer Experience Customers Customer Service 131

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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

SaleMove

FEBRUARY 1, 2021

It’s a simple question. Innocuous, really. Asked in all sincerity, and with all the best intentions. But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word: “How may I help you?”. How could that possibly be harmful? It’s the question that initiates virtually every live customer interaction, and it has for years.

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Definition Interaction Blog Customer Service 98

TechSee

FEBRUARY 1, 2021

TechSee has been out there since 2015 driving change with innovation, working to make a difference. How, what and why? In a nutshell, we’re reinventing and revolutionizing AI-powered remote support capabilities. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality.

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Innovation 2021 2015 Insurance 84

Feedbackly

FEBRUARY 1, 2021

From time to time our customers and people ask me what is the thing that makes you different and better for your customers than. Source.

Customers 97

Customers Customer Journey Feedback Customer Success 97

SaleMove

FEBRUARY 1, 2021

It’s a simple question. Innocuous, really. Asked in all sincerity, and with all the best intentions. But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word: “How may I help you?”. How could that possibly be harmful? It’s the question that initiates virtually every live customer interaction, and it has for years.

Definition 52

Definition Interaction Blog Customer Service 52

Doing CX Right

FEBRUARY 1, 2021

Ringcentral talks to Stacy Sherman about how companies can create lasting customer loyalty through an engaged workforce. Read interview. The post Empowering Employees Leads To Better CX appeared first on Doing CX Right.

Loyalty 52

Loyalty Engagement Customers Employee Experience 52

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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

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making a good first impression is preparation. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution.

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Definition Sales Customer Success Metrics 76

NICE inContact

FEBRUARY 1, 2021

When we talk about the "customer experience", some also think "customer journey" and mistakenly use these interchangeably. These terms can be confusing and difficult to follow, but it’s actually a simple distinction. First, yes, they are two different things. Second, yes, they both require your attention. What’s important to realize is that the journey is much more insightful for business planning and growth because it offers a more detailed look at every move the customer makes.

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Customer Journey Customer Service Customers Insights 48

Totango

FEBRUARY 1, 2021

Hi, It definitely feels like winter. It seems it is raining and cold almost everywhere. This is exactly the right time to move to our next destination. Auckland, New Zealand. This release will take us to Auckland for the next couple of months hopefully providing you with a lot of new value. Custom notification actions in SuccessPlays. Use SuccessPlays to trigger alerts, notifications, and celebrate milestones.

Touchpoint 62

Touchpoint Definition Events Feedback 62

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making a good first impression is preparation. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution.

Definition 40

Definition Sales Customer Success Metrics 40

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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

Forrester's Customer Insights

FEBRUARY 1, 2021

It’s a story straight out of the Sherwood Forest, with a stopover in Holland. A determined group of small investors have used the power of social media to punish “the smart money” by pushing the price of GameStop, a widely shorted stock, from $19 to $325 (as of this writing). As the saga continues to […].

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Social Media Financial Management Customer Experience 49

Uplight

FEBRUARY 1, 2021

Eighteen months ago, Uplight brought together six companies with a new name, new structure, and new values. We had the opportunity of a lifetime to create our own company culture, and after trying out our initial values, decided it was time for a values revamp. Sally Lambert reflected: As a company, we have grown and Read More. The post Revamping Our Values, the Uplight Way appeared first on Uplight.

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Culture 64

Optimove

FEBRUARY 1, 2021

Personalization tags give that extra personal touch to your emails. It could be something like adding a user’s name, user I.D. or player I.D. – or even their favorite product or game in the email you send them. But personalization tags are just the tip of the iceberg. There’s so much more you can do with your emails to make the end-user feel like you know them.

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Download Events Sales Measurement 52

SurveySparrow

FEBRUARY 1, 2021

In a coffee shop, everyone were listening to a man who was shouting over his phone. “Oh come on! You’re the team lead. and you tell me you can’t mentor the guys? I took you for a born leader, damn it” Couple of tables away, an elderly woman, in her sweet sixties who listened to this convo, told her grandson “Son, that man is wrong.

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Leadership 2021 Feedback Culture 52

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

Optimove

FEBRUARY 1, 2021

Personalization tags give that extra personal touch to your emails. It could be something like adding a user’s name, user I.D. or player I.D. – or even their favorite product or game in the email you send them. But personalization tags are just the tip of the iceberg. There’s so much more you can do with your emails to make the end-user feel like you know them.

Download 52

Download Events Sales Measurement 52

CSM Magazine

FEBRUARY 1, 2021

Some countries refer to tertiary education as higher education. Higher or tertiary education is any course offered in post-secondary institutions of learning. After finishing your chosen field, the student will acquire a named degree, diploma, or certificate in higher studies. Teacher-training schools, Institute of Technology, Junior colleges, and professional schools that offer education in Theology, Business, Law, Medicine, Music, and Arts are considered as a higher educational institution.

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Advertising Reference Financial Article 52

PK

FEBRUARY 1, 2021

The world has become a very different place. As consumers, we’re shaping our digital ecosystems to meet the needs of the moment. We no longer need to wait for new […]. The post Three essential elements of API productization appeared first on PK.

Consumers 40

Consumers Innovation Article 40

Russel Lolacher

FEBRUARY 1, 2021

A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. Most presentations are far more about reading back information from a slide deck and not the engagement tool you’re promising.

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Presentation Events Workshop Engagement 81

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Forrester's Customer Insights

FEBRUARY 1, 2021

Each month, the infrastructure and operations team writes incredible research. As a research director, I get to not only see the final outcome but all of the work and client insights that went into its creation. For those who know me, I am quick to call these out via inquiry calls — but I’d love […].

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2021 Insights 36

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey? So, let’s jump right into it! Click here to listen to this insightful conversation on Spotify!

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Customer Journey Customer Journey Mapping Workshop Customer Centricity 52

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account mana

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Customer Success Webinar NPS 2020 104

InteractionMetrics

FEBRUARY 1, 2021

Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. And unfortunately, there are fewer stats, books, and articles, just less information overall about B2B CX. To solve for this, I’ve started our own Zoom roundtable workshops to be held the first Thursday of each month. For our first session, Feb. 4, 2021, we’ll discuss the unique needs of B2B customers, personas, and the needs of distributors versus users —we’l

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B2B Customer Experience Workshop 2021 40

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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