PK
MAY 10, 2021
Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are ramping into the field very quickly and are sometimes missing some key base principles in the process. This is a set of ten guiding principles that act as a foundation in our CX practice.
ShepHyken
MAY 10, 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. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. (CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers?
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TechSee
MAY 10, 2021
Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide. Our patented Computer Vision technology uses AI and AR to install and fix technical devices like routers and appliances in the most straightforward and cost-effective way.
BirdEye
MAY 10, 2021
Delivering world-class experiences on a consistent basis isn’t easy — especially when you’re managing multiple locations. However, businesses that are able to go above and beyond customer expectations see higher loyalty , higher overall star rating, and higher revenue. To find out how multi-location businesses can delight customers consistently, we decided to sit down with Amberlee Maya , Director of Marketing at Rent King.
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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.
Kustomer
MAY 10, 2021
Kustomer is honored to have been named a winner in the 2021 Excellence in Customer Service Awards presented by Business Intelligence Group. This annual business awards program recognizes those who are helping companies better communicate with their customers to provide a differentiated level of customer service. “The past year fundamentally changed the way companies do business and made customer service agents truly the front line for many organizations.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Feedbackly
MAY 10, 2021
Feedback surveys are important resources that help businesses assess the quality and success of their Customer Experience (CX) program. But, you cannot use all.
Magellan Solutions
MAY 10, 2021
Hire a virtual assistant in the Philippines. As long as you are in the business, you will definitely need a virtual assistant. Hiring VA’s are being considered especially with the technology developments. Listed below are the general tasks they take up for you: Personal Tasks. You can hire a VA to help out with personal tasks such as: Organizing your personal to-do list and calendar.
Think Customers
MAY 10, 2021
There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good. Research shows 70% of shopping experiences revolve around how a person feels they are treated.
Magellan Solutions
MAY 10, 2021
What Benefits Do Companies that Outsource to Philippines Enjoy? . History tells that outsourcing or offshoring favored established companies. Taking into account the prime example of General Motors and Ford Company. Who are both key players in the automotive industry when they incorporate outsourcing into their business strategy. . Even today, large companies and industry players fill up the list of top companies that outsource to Philippines.
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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
MyCustomer
MAY 10, 2021
Engagement Tried and tested ways to justify CX investment.
Forrester's Customer Insights
MAY 10, 2021
It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing home schooling, and the social (and psychological) impact of lockdowns. Then, there were those on the front-lines; key workers struggling to do their jobs while COVID-19 […].
inSided
MAY 10, 2021
In Episode 11 of The inSide Scoop on Customer Success , we tackle a very important topic: the Community Success Plan. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Jeff Breunsbach, Director of Customer Experience at Higher Logic and founder of Gain Grow Retain. Communities take a lot of work and they're not an overnight success, but what does it take to build a successful community?
Forrester's Customer Insights
MAY 10, 2021
Many companies get emotion wrong… Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions, they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just as joy […].
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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,
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MyCustomer
MAY 10, 2021
Engagement Coming to MyC in June: The CX Leader Sessions.
CSM Magazine
MAY 10, 2021
Some might think corporate intranet is dead, but this is further from the truth. More business organizations are still using this technology to bring people together and promote an effective, efficient, and collaborative working environment. For newer or younger IT professionals, however, the intranet may appear to be a fragment from a bygone era characterized by mainframe computers and modem-based communication apparatus.
Forrester's Customer Insights
MAY 10, 2021
This week is European Mental Health Week. There are many different facets to mental health but no doubt our relationship to work is a key component of it, simply because we spend so much time working and because work (or the absence of it) also shapes our very own identities. The pandemic has drastically changed […].
Oracle
MAY 10, 2021
The average professional sends and receives 127 business emails per day. That’s a large chunk of time spent on one communication channel. But often, email marketers , specifically in retail, send large amounts of email because they may feel pressured by those who believe it drives revenue. More sends beget more money, theoretically. However, email marketers also recognize that email file health is critical.
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.
GetFeedback
MAY 10, 2021
Learn why transactional NPS surveys are valuable for your business and when it’s appropriate to use them.
MyCustomer
MAY 10, 2021
Engagement WATCH NOW: Introducing The CX Leader Sessions.
Qualtrics
MAY 10, 2021
The future of sports is facing an experience transformation. The events of 2020 forced leagues to think differently and create new ways to engage with fans and staff. Externally, the fan experience was forced out of stadiums, and into living rooms via computer, television, and mobile screens. Internally, leagues continue to struggle as they figure out how to keep fans and athletes healthy and safe while continuing operations.
MyCustomer
MAY 10, 2021
Engagement Coming to MyC in June: The CX Leader Sessions.
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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.
SmartKarrot
MAY 10, 2021
A good customer experience will have a positive impact on revenue. Some businesses only focus on sales and marketing leading to less focus on customer engagement. Investing in customer experience will boost customer success and customer retention rates. Having a good customer experience will improve customer loyalty and make a mark in the competitive landscape.
Forrester's Customer Insights
MAY 10, 2021
There are two people in a wood, and they run into a bear. The first person gets down on his knees to pray; the second person starts lacing up his boots. The first person asks the second person, “My dear friend, what are you doing? You can’t outrun a bear.” To which the second person […].
Optimove
MAY 10, 2021
We all want to receive a true reflection of our customers’ status and behavior. “Power Measures,” or personalized attributes, help businesses understand your target audience so that you can create more enticing campaigns. Using power measures in CRM enables marketers to generate hyper-personalized targeting and relevant communications with customers – at a sophisticated level.
Forrester's Customer Insights
MAY 10, 2021
I spent the early days of my career in the early 90’s studying manufacturing engineering at University then working in a ship repair yard. I was taught to weld by a gruff Geordie who handed me a visor, a live arc-welder and told me “don’t look into the light. You’ll go blind”. I didn’t. That […].
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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.
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