ShepHyken

NOVEMBER 17, 2021

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?

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Fashion Interaction Airlines Customer Service Training 125

One Millimeter Mindset

NOVEMBER 17, 2021

Are you continuing to do business with business owners who make you feel like disposable clients? Over the past month, I ceased doing business with three of my long-term vendors. Yes, I completely walked away from these relationships. There was no other choice to make. As a business strategist, I somehow felt responsible for not “fixing” what I found was deteriorating in their business, service quality, and operational models.

Leadership 91

Leadership Workshop Innovation Reference 91

Zeisler Consulting

NOVEMBER 17, 2021

You’ve heard this before, right? “Due to current circumstances, we’re experiencing longer-than-usual wait times.” Those “circumstances” can vary. Over the past twenty months, of course, it has been Covid-19. Sometimes it’s the holidays. Sometimes brands stiff-arm you without even giving you the courtesy of telling you why. There’s even a brand that I call rarely …maybe once or twice a year…and they’ve been using the longer-than-usual wait times idiom as long as I can remember.

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Entertainment Hotels 2021 Customer Centricity 93

ppt solutions

NOVEMBER 17, 2021

TULSA, OKLAHOMA, November 18, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Jolynn Antonacci as vice president of marketing. In this role, Antonacci will oversee PPT Solutions’ messaging, branding and go-to-market. The post PPT Solutions Announces Jolynn Antonacci as Vice President of Marketing appeared first on PPT Solutions.

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Marketing 2021 Brands Customer Experience 98

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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

Happy or Not

NOVEMBER 17, 2021

Last year saw extraordinary growth in digital channels as consumers turned to online shopping to meet their holiday needs during the pandemic. However, this year, a ccording to Google and Boston Consulting Group, only 14% of U.S. shoppers say they will not shop in-store this holiday season, meaning a shift back to in-store shopping – and a more traditional holiday shopping experience.

Retail 69

Retail Sales E Commerce E-support 69

Innovative CX

NOVEMBER 17, 2021

Have you tried to buy a car lately? Let’s forget for a moment that there’s a chip shortage causing car dealership lots to be nearly empty with skyrocketing prices for both new and used cars. Forget about discounts or rebates they are few and far between. If you can locate your vehicle of choice, it may come with an additional dealer mark-up of $1000, $2,000, or even $10,000 above the MSRP.

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Automotive Consumers 2016 Loyalty 52

Magellan Solutions

NOVEMBER 17, 2021

Reasons to choose the Philippines to outsource dental appointment reminder service. Patients demand efficiency more than ever from health providers, including dental practices worldwide. This is due to innovative solutions when it comes to communication. Thus outsource dental appointment reminder service is a necessary system to meet such demands. .

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Books B2B ROI Communication 52

Clarivate

NOVEMBER 17, 2021

Women leaders at Clarivate like Ann Graul play a key role in accelerating innovation in the quest for answers to COVID-19 issues. Watch their story. The global COVID-19 pandemic that began in early 2020 turned the world as we knew it upside down, bringing unimagined challenges and exacerbating existing struggles. It impacted how people work and the progress and speed of broader problem-solving.

Innovation 59

Innovation 2020 Information Leadership 59

PK

NOVEMBER 17, 2021

AN ORIGINAL SERIES FROM PK HOSTED BY KATIE MARTELL, IN PARTNERSHIP WITH ADOBE To truly be inclusive, businesses must examine the customer experiences (CX) they’re creating. Inclusive CX doesn’t just […]. The post Born digital, episode three: Inclusive CX appeared first on PK.

Customer Experience 40

Customer Experience Customers Customer Engagement Engagement 40

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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

Influitive

NOVEMBER 17, 2021

Gone are the days when we wait until after Halloween (at a minimum) to talk about Christmas. Perhaps it’s because we’re all looking for something to celebrate this year. But regardless of the reason, every retailer on the planet is telling us to buy now, plan ahead and be ready for the 2021 holidays. And […]. The post Creating Moments that Matter for Customers this Holiday Season appeared first on Influitive.

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2021 Retail Customers Customer Engagement 52

MyCustomer

NOVEMBER 17, 2021

Engagement Why Transport for London is a customer-led pioneer.

Transportation 81

Transportation Innovation Engagement Customers 81

Brad Cleveland Blog

NOVEMBER 17, 2021

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for … Continue reading → The post Ensuring service metrics are SMART appeared first on Brad Cleveland.

Metrics 26

Metrics Contact Center Call Center Leadership 26

MyCustomer

NOVEMBER 17, 2021

Engagement 6 CXLOTY applicants scoop special awards.

Engagement 59

Engagement 59

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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

Brad Cleveland Blog

NOVEMBER 17, 2021

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for ending their routes on time. Several months later, passenger satisfaction scores were even worse, and they quickly learned why.

Metrics 26

Metrics Contact Center Call Center Leadership 26

SmartKarrot

NOVEMBER 17, 2021

Role: Director of Customer Success Location: Santa Clara, CA, US (Hybrid) Organization: LeanData As a Director of Customer Success, you will lead, coach and mentor a team of Customer Success Managers across enterprise and large commercial accounts. Define the role of the customer success managers in orchestrating the customer’s journey, leading cross-functionally to drive success, creating standardized success plans based on customer tier and focus, oversee all the lifecycle touchpoints, h

Customer Success 19

Customer Success Sports Roadmap Books 19

kommunicate

NOVEMBER 17, 2021

A Chatbot is an application that uses pre-written messages to communicate with users. This communication could take the form of text messages or even voice messages. There are various ways and technologies available for developing a chatbot. Depending on the use case, some chatbot technologies are more appropriate than others. Kommunicate is one such solution, [.].

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Blog Communication Technology 98

Clarivate

NOVEMBER 17, 2021

Ranking in the top 1% by citations in the Web of Science , Highly Cited Researchers are renowned for exceptional research influence. But what makes them tick? In celebration of the Highly Cited Researchers 2021 , we spotlight on 2017, 2018, 2019, 2020 and 2021 Highly Cited Researcher — Microbiology Professor Edward Holmes FRS FAA, ARC Australian Laureate Fellow, Evolutionary Biologist and Virologist, University of Sydney.

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2005 2021 2012 2020 98

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

dscout People Nerds

NOVEMBER 17, 2021

Tips for matching the question to the method and identifying which inquiries can’t be researched.

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Clarivate

NOVEMBER 17, 2021

In this episode of Conversations in Healthcare , Carolyn Hynes from AstraZeneca discusses the importance of regulatory intelligence. In this episode of Conversations in Healthcare, Mike Ward, Global Head of Thought Leadership, Life Science & Healthcare at Clarivate, speaks with Carolyn Hynes, Director of Regulatory Intelligence at AstraZeneca and Celine Rodier, Senior Health Policy Manager at Clarivate about the importance of regulatory intelligence and its potential return investment for co

Healthcare 52

Healthcare Return on Investment Definition Communication 52

dscout People Nerds

NOVEMBER 17, 2021

See the pros and use cases for each technique and which caveats to look out for.

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94

Uniphore

NOVEMBER 17, 2021

Few industries are regulated as closely as wealth management. To remain viable, investment firms must comply with a complex—and often changing—list of regulations established by the Securities and Exchange Commission (SEC). When interacting with investors, firms must be transparent in their disclosures, fees and expenses, conflicts of interest and sales practice issues.

Download 52

Download Events Insights Interaction 52

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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.

Information

Blueshift

NOVEMBER 17, 2021

For yet another year, we’re proud and excited to announce that Blueshift has been named among the fastest-growing tech companies in Deloitte’s 2021 Technology Fast 500, ranked #54 in the Bay Area and #219 nationally. The post Blueshift Recognized on Deloitte’s 2021 Technology Fast 500 appeared first on Blueshift.

2021 52

2021 Technology 52

2020 Research

NOVEMBER 17, 2021

Introducing Screen Recording. QualBoard Enterprise Platform. Testing a new website? Exploring path to purchase? QualBoard now includes screen recording questions so you can seamlessly capture your respondent’s screen in an asynchronous event – enabling you to get a first-hand view of your customer’s experience without having to be there live.

Demo 52

Demo Books Events Insights 52

SmartKarrot

NOVEMBER 17, 2021

As the internet age began, many marketing experts speculated about the death of call centers and the reduced importance of phone interactions on a business’s sales. . But, in fact, there has been a rise in the demand for mobile devices, which has created a telephonic boom. This has resulted in the emergence of call intelligence technology. . It has been observed that the leads generated by phone calls tend to be very valuable.

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Call Center Interaction Technology Sales 10

dscout People Nerds

NOVEMBER 17, 2021

Why we need to put ourselves in our users’ shoes both to better empathize and identify areas where can improve their experience.

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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