Optimove

JUNE 8, 2020

The question on every retail marketer’s mind when collecting vast amounts of customer data should be, how do you turn it to insight and then take action? Since we all know, analyzing data and using it wisely will benefit the business’ bottom line. You can routinely find ways to increase customer loyalty, purchase frequency, and revenue by using Optimove’s platform to consolidate, clean, and enrich all available customer data points.

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Insights Retail Download Loyalty 52

CSM Magazine

JUNE 8, 2020

Out of all the things that can decrease the number of sales a business makes, customer churn is the biggest issue many companies struggle with. Your churn rate is a very important metric and it is something that determines the overall performance of your company. Reducing churn by just 5% can increase profits by as much as 25-125%. Naturally, everyone wants to have low churn rates and high sales figures, but that’s hard to accomplish sometimes.

Sales 52

Sales Leadership Fashion Social Media 52

Talkdesk

JUNE 8, 2020

An agent’s experience with your organization begins long before they start answering calls and resolving customer demands. Most definitions of employee experience include several stages that usually begin with attraction and recruitment. These definitions have one thing in common: the importance of onboarding. Gallup defines onboarding as “the critical stage that connects the talent acquisition process to long-term, sustainable performance.

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Contact Center Definition Employee Experience Connections 85

GetFeedback

JUNE 8, 2020

How to design a customer experience that prioritizes the always-evolving human and machine interconnection.

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Customer Experience Customers 321

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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

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work.

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Chief Customer Officer Customer Centricity Financial Culture 210

C3Centricity

JUNE 8, 2020

The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

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Hospitality Customer Centricity Hotels Return on Investment 107

ShepHyken

JUNE 8, 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. How Do You Maintain Customer Experience on a Shrinking Budget? by Phil Britt. (CMSWire) While the most common recommendation is to demonstrate the value of CX programs well before the budget ax falls, that tactic may be too late and not enough to avoid cutbacks in a s

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Article 2020 Customer Service Connections 80

MyCustomer

JUNE 8, 2020

9th Jun 2020 During this pandemic, with all the changes that lockdown has brought to most working lives, it’s easy to see the need for understanding and.How CX leaders can deliver clarity to their team. By Paul Laughlin Managing Director.

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2020 Customer Experience Management Customers 97

Think Customers

JUNE 8, 2020

Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help. Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that “digital transformation” is in itself transforming. Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences.

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Webinar Customer Centricity Technology Culture 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

Steve DiGioia

JUNE 8, 2020

Give it away, give it away, give it away, now! No, I’m not talking about the song from the Red Hot Chili Peppers – even though that song is cool. I’m talking about how the butchers and bakers used to run their businesses years ago. I remember as a kid going to the store with my Mom. The baker always had a cookie for the little ones and the butcher was happy to hand out some fresh sliced ham or turkey.

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Customers Customer Service Management 85

NetBase

JUNE 8, 2020

With hit after hit coming hard at society, it is crucial for brands to be perceived as supportive/understanding. It’s also important for that brand perception to be solidly established ahead of a crisis. At times like these, brand perception is more important than ever! In this brand health exploration, we’ll touch on crucial components to consider as you move forward with strategizing messaging during these delicate times, including: Establishing a baseline for good deeds as part of

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Brands Social Media Advertising 2020 67

Team Support

JUNE 8, 2020

June 8, 2020—Dallas—TeamSupport, an award-winning business-to-business (B2B)-focused customer support software solution, is named to the list of Best Help Desk Software for 2020 by Digital.com. Digital.com, a leading independent review website for small business online tools, products, and services, selected the top 13 solutions based on customer feedback, pricing, and plan options.

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2020 B2B B2C Social Media 52

CSM Magazine

JUNE 8, 2020

Europa Contact Centre has made in its first major appointment since the business came into being last year. John Cole has been appointed as Head of Sales and will be working alongside the management team to assist with the ongoing development, ensuring Europa Contact Centre is operating at the highest standard. John brings 15 years of experience working across a range of outsourced contact centres, including his previous role as a Business Development Manager for CCA international.

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Sales E Commerce E-support 2019 52

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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

JUNE 8, 2020

Loyalty The dangers of giving NPS goals to everyone.

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NPS Loyalty 63

CX Accelerator

JUNE 8, 2020

Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers.

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Social Media Contact Center Call Recording Voice of Customer 345

Alida

JUNE 8, 2020

The California Consumer Privacy Act (CCPA) has been in force since January 1. I’ve written previously addressing questions about compliance and how many companies differ on how they classify themselves in regards to being sellers of data. Even major tech companies interpret the law differently. But one thing is not in question: The fact that while present issues surrounding the law are still being sorted out, the future of CCPA is already being discussed.

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CX Accelerator

JUNE 8, 2020

Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers.

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Social Media Contact Center Call Recording Voice of Customer 182

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

Alida

JUNE 8, 2020

The California Consumer Privacy Act (CCPA) has been in force since January 1. I’ve written previously addressing questions about compliance and how many companies differ on how they classify themselves in regards to being sellers of data. Even major tech companies interpret the law differently. But one thing is not in question: The fact that while present issues surrounding the law are still being sorted out, the future of CCPA is already being discussed.

Presentation 130

Presentation Consumers 130

QuestionPro Audience

JUNE 8, 2020

What is a target audience? Definition: A target audience is defined as a group of people having common interests, demographics, and behavior. Market researchers need to collect feedback from the consumers of certain products and services. Collecting feedback from random people who aren’t your customers, or from those with no interest or knowledge about the subject of research will not help you solve problems.

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E Commerce Marketing Feedback Definition 97

Opinionator

JUNE 8, 2020

Be COVID Ready – Have Touchless Restrooms – Including User Feedback. How will public bathrooms change post-COVID-19? COVID-19 has changed the world. Third party devices or screens are now a disastrous idea – and touchless restrooms must be the new order. One area that has already seen dramatic changes is in personal hygiene. People are taking notice of how often they touch their face and how often they wash their hands.

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Government Feedback Technology Management 52

CSM Magazine

JUNE 8, 2020

As of the end of May, more than 1 in 4 workers in the U.S. had lost their jobs since March when the coronavirus shut down most of the economy. During the first week of June, another 2.1 million filed for unemployment benefits which brought the total to 40.8 million or 26 percent of the labor force as per the US Bureau of Labor and Statistics. Boeing recently announced they would cut over 12,000 jobs due to the sudden drop in air travel that had a significant impact on airplane manufacturing and

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Travel Hospitality Government Financial 52

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Information

Opinionator

JUNE 8, 2020

For COVID Ready Restrooms – Go Touchless for Everything – Including User Feedback. COVID-19 has changed the world, yet it remains to be seen if our new behavioral changes will end up benefiting society after this pandemic is over. One area that has already seen dramatic changes is in personal hygiene. People are taking notice of how often they touch their face and how often they wash their hands.

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Government Feedback Technology Management 52

PK

JUNE 8, 2020

While nothing can replace face-to-face communication, especially when it comes to teamwork, COVID-19 is forcing most organizations to rethink how they’re going to conduct planning sessions. Because having teams spend […]. The post 3 factors for successful virtual big room planning appeared first on PK.

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Communication Innovation Article 52

Kustomer

JUNE 8, 2020

Before COVID-19, I often thought about things I would do with my daughters if I had more time, like camping in the backyard or reading an extra story at bedtime. But when I did have the time during one of NYC’s many school breaks, my first thought was, “I wonder what time we’re going to take them to Wito and Wita’s (their grandparents) house.” Then COVID-19 happened, and everything changed.

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Sports Workshop Books Consumers 52

SmartKarrot

JUNE 8, 2020

Source. Oftentimes, Customer Success Managers face a common doubt in their work life. What engagement model to use for their customers? Or, what is the optimum frequency of touchpoints they should maintain for the best results? There are indeed multiple factors at play. E.g. A low touch customer success is useful for low servicing cost and reaching out to a wider audience.

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Customer Success B2C Engagement Communication 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