Fri.Apr 23, 2021

article thumbnail

Small things that have a big impact on your CX

MyCustomer

SOscar Wilde's famous quip shapes my marketing philosophy, "There is only one thing worse than being talked about, and that is not being. 23rd Apr 2021. By Colin Shaw Founder & CEO.

2021 42
article thumbnail

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

article thumbnail

How to Use Social Media as a Customer Service Channel (+ Examples from Brands)

ShepHyken

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Want your Customer Feedback scores to go up by 6 points?

Daniel Group

Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip.

Feedback 124

More Trending

article thumbnail

Change the Game in 5 Minutes: How Mavenlink improved their renewal rate predictability with 86% accuracy!

Gainsight

Welcome to Change the Game in 5 Minutes Series. Our CEO, Nick Mehta, recently spent time with Sabina Pons , Global Vice President of Customer Success and Support at Mavenlink. She and her team created the ultimate customer journey. With clear insight into post-sale and implementation revenue and growth, they have a long-term vision of renewal predictability.

article thumbnail

Handling Foreign Accents Professionally + Using Positive Phrases

Myra Golden

Was This Helpful? I’m asking you because I share ideas like this weekly to my private email list. Signup here to get help improving the sound, feel, and flow of your customer interactions.

article thumbnail

How to improve your supply chain experience management to benefit customer experiences

MyCustomer

Loyalty Improve your supply chain experience to improve CX.

article thumbnail

Digital Customer Service BEFORE an Online Banking Upgrade?

SaleMove

Prioritizing Customer Experience for Smoother Technology Transitions. A rapidly growing number of financial institutions are truly understanding the transformative benefits of implementing Digital Customer Service (DCS) on their digital properties. Once that lightbulb goes on, the wheels start turning on the many ways to elevate the customer journey by incorporating DCS into the roadmap.

Banking 52
article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

How to Think Like a Service Brand and Take the Lead

CSM Magazine

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Brands are increasingly building a service wrapper around their core products to unlock new revenue streams and grow or protect profit margins.

Brands 52
article thumbnail

How to respond to positive and negative feedback

GetFeedback

Best practices for collecting and responding to both positive and negative customer feedback.

Feedback 397
article thumbnail

Digital Customer Service BEFORE an Online Banking Upgrade?

SaleMove

Considering an upgrade of your online banking platform? The inclination might be to prioritize DCS until AFTER such changes. But is that wise? The post Digital Customer Service BEFORE an Online Banking Upgrade? appeared first on Glia Blog | Digital Customer Service Explained.

Banking 52
article thumbnail

How To Write Overall Performance Review Comments

SurveySparrow

No one likes being judged. Unfortunately, one needs to put themselves to scrutiny while at a job. Why? Because their performance can be evaluated, which will be made available in the form of overall performance review comments. It can be uncomfortable for most employees as many of them are wary about getting a poor performance review, even when they might have slogged the whole year for the company. .

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

The future of customer experience in financial services

MyCustomer

Download the report. Lead goal. 50. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. As we emerge from the pandemic, how can the Financial Services Industry maintain the new connection built with customers? This MyCustomer report explores how.

article thumbnail

Quantity & Quality Leads For Appointment Setting Outsourcing

Magellan Solutions

Why we want you to outsource appointment setting with Magellan Solutions. Appointment setting is considered to be one of the most difficult parts of business development. It is a barrier to growing a company by increasing its sales through lead generation. Selling will not be possible without directly speaking to a prospect. This is mostly true for start-ups and small businesses.

article thumbnail

InFocus Envision Recap & Resources: Illustrating Digital Resilience & Success

Circular Edge

“In the midst of chaos, there is also opportunity.” – Sun Tzu. “Success today requires the agility and drive to constantly rethink, reinvigorate, react, and reinvent.” – Bill Gates. Following a year of unprecedented challenges, the JD Edwards community came together to share innovative customer stories of resilience & success with JDE, along with educational sessions & Oracle updates around mobility , automation & digital transformation , 1on1 networking with new & l

article thumbnail

WorkDifferent 2021: Design the experiences people want next

Qualtrics

The past 12 months have changed everything about the way we work, the way we buy, and the way we interact with the brands. As we look forward to what comes next, it’s clear we’re not going back. 18 months of working differently will do that. . We learned to work in new environments, buy through new channels, and engage with the world around us in new ways.

2021 26
article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

The changing place of call recording in the contact centre

Eptica

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Published on: April 23, 2021. Author: Pauline Ashenden - Demand Generation Manager While 93% of contact centres are already using call recording solutions, new innovations such as AI mean that its benefits and applications are deepening, particularly in a hybrid working world.

article thumbnail

Watch: Smart CRM Basics on Relationship Marketing, B2CRM Weekly News Update, and a CRM Analysis on Gap

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new Smart CRM Basics on relationship marketing and a deep analysis on the all-American clothing and accessories retailer, Gap. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: 3 Free Customer Relationship Lessons from Nike.

article thumbnail

Earth Day 2021

Forrester's Customer Insights

Over a billion people worldwide celebrate Earth Day. Does this include your customers? Watch my video blog on climate change as a systemic risk, and catch a sneak peek of some of our research on climate change risk management solutions.

2021 62
article thumbnail

April 23 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, New York, NY, US Organization: Seated As a Director of Customer Success, you will lead a world-class Restaurant Success team, encouraging continuous learning and improvement. Define and optimize the restaurant lifecycle. Map full restaurant journey including all touchpoints that clearly communicate the value and build trust with the partners.

article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

High-Touch Customer Success and Automation: The Perfect Match

ChurnZero

If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. And follow along as I do so through a fun analogy of online dating. CSMs know all too well the painstaking and cringe-worthy challenges that come with a bad-fit customer: awkward and one-sided conversations, forced smi

article thumbnail

Chief Revenue Officer (CRO): The Complete Guide to this Key Role

SmartKarrot

What keeps a business going? Its revenue, of course. Growth is the number one requirement for most companies in the changing economic landscape. And to drive revenue of scale, companies need to hire a Chief Revenue Officer (CRO). While sales executives always have a seat at the C-Suite, it is required the Customer Success and Revenue executives also have a seat.

article thumbnail

Die Zukunft der Arbeit liegt in der Veränderung der Führungskultur

Forrester's Customer Insights

Mitarbeiterengagement fördert positive Kundenerfahrungen Verkaufsversprechen verlagern sich zunehmend vom traditionellen Produktverkauf auf die Bereitstellung relevanter Dienstleistungen und einzigartiger Kundenerlebnisse. Mitarbeiter werden auch weiterhin eine zentrale Rolle bei dieser geschäftlichen Umgestaltung spielen – und zwar im Einklang mit Technologie.

article thumbnail

CX Stories From the Frontlines: Increasing First Response Rate by 400% With the Kustomer Platform

Kustomer

We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog, recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. In this month’s edition, we discuss how a financial services company is improving agent efficiency, the power of data for a marketplace, and why intelligent routing is helping a subscription service deliver first-class service to VIPs.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the