Mon.Apr 05, 2021

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At Least Grumpy Old Guys Know What Great Customer Service Is

Steve DiGioia

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to live their lives in peace and will no longer accept subpar work or attitudes. Me too. During our young adult years, we’re still concerned about “fitting in” and finding our place in “work world” – which is either far different from or eerily similar to “school world”.

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5 Top Customer Service Articles For the Week of April 5, 2021

ShepHyken

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. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. (TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers.

2021 122
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Why Knowing the History of Your Customer Is the Key to Success

Kustomer

When it comes to building a successful customer service organization, you always want to start with defining your business outcomes. So the first question becomes: what do you want to achieve? Is it increased customer loyalty? Increased revenue? Incremental customer growth? Without understanding your ultimate end goal, knowing a customer’s history may seem unnecessary.

B2C 101
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Lessons from 10 Years Working in Public Service Social Customer Care

Russel Lolacher

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing. Our scope of work has grown from those early days to not only include leading our ever growing social customer care program and web development and maintenance but also in leading the business of

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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!

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What Is Customer Service? How To Use It to Improve Customer Satisfaction?

SurveySparrow

“If your retention is poor, then nothing else matters.” – Brian Balfour, founder of Reforge, former VP of Growth at Hubspot. . With complete respect, we disagree with Brian. Because customer retention comes from customer satisfaction, it comes from all those memorable experiences that you create for customers to satisfy their association with your brand.

More Trending

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Pricing Transparency: The Cost To Run a Customer Journey

Kitewheel

How much does it cost to run a customer journey project? What do you get when you sign a contract with a journey management vendor? For too long the answers to these questions were hidden behind NDAs and shrouded in mystery. No more. Pricing transparency is coming to the customer journey marketplace. Your business deserves to know how much it costs to bring customer journeys online.

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Defining The Best Performing Healthcare BPO

Magellan Solutions

Magellan Solutions, the best at medical outsourcing . Medical outsourcing picked up because of the shortage of qualified medical practitioners. Its most common service outsourced to different countries is medical transcription. This is the proper documentation of medical history. It is also the specific treatment needed for the patient. This is like data entry tasks for businesses.

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Smart CRM Basics: Relationship Marketing

Optimove

The term “Relationship Marketing” is broad, but it’s easy to differentiate it from other aspects of marketing. And, even more important – it’s the most basic step you need to take in order to start doing CRM Marketing the right way. What is the right way? Well, that’s a long story. But we’ll just say that when done right – Relationship Marketing can increase your Customer Lifetime Value by 33%, and contribute even more than that to your brand’

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Introducing: Your New Loyalty Analyst And A Forrester Wave™ On Loyalty Solutions

Forrester's Customer Insights

Hi there! Mary Pilecki here, reintroducing myself as your Forrester analyst covering loyalty marketing. During the 10 years I’ve been at Forrester, I’ve worn a few different hats: financial services analyst, research director for our customer insights and B2C marketing teams, and, perhaps most importantly, unofficial “snack drawer fulfillment manager” back when we were still […].

Loyalty 38
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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

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April 05 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Experience Location: Atlanta Metropolitan Area, US Organization: Reibus International, Inc As a Director of Customer Experience, you will own the customer journey from initial outreach through user onboarding, and post-sale follow-up. Works closely with all other functional teams to deliver world-class service for the users.

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Building Team Confidence In Complex Sales Skills

Integrity Solutions

As the economy picks up steam, organizations are seeing the next 12 to 24 months as a unique opportunity to capture increased market share and margin growth. This begs the question: Does your team have the confidence and skill to take advantage of these complex sales opportunities? By Bruce Wedderburn. You don’t have to tell your salespeople that selling in the current business environment has become increasingly challenging.

Sales 69
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Introducing GetFeedback’s new brand

GetFeedback

We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice.

Brands 79
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B Corp Month Bingo

Uplight

As a B Corp, we at Uplight celebrated B Corp Month by playing B Corp bingo. Some of the bingo squares included replacing light bulbs with LEDs, going on a hike, shopping local, and cooking from scratch. Those that participated got entered into a drawing to give away $100 to the charity of their choice. Read More. The post B Corp Month Bingo appeared first on Uplight.

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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.

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The Insights Beat: Renew Your Insights-Driven Aspirations This Year

Forrester's Customer Insights

After a brief hiatus, the Insights Beat blog series is back, where I will continue to feature and curate the latest research and thought leadership from our business insights, data, analytics and AI research team. It’s been a fast start to the year and there is so much amazing research that the team has published […].

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The 5 rules for affecting real culture change

MyCustomer

TYou can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don't change your. 5th Apr 2021. By Colin Shaw Founder & CEO.

Culture 40
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National Poetry Month And The Case For Whimsy In Security & Risk

Forrester's Customer Insights

We all need a bit of whimsy in our lives. This is not just an excuse for a whimsical blog post, though there is that. Whimsy and laughter build bridges. And in the security world, where empathy is a critical resource, whimsy can be a first and recurring step in connecting with the teams outside […].

Blog 44
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Call Center Outsourcing Philippines: Is It Beneficial For SMEs?

Magellan Solutions

Can SMEs Benefit From Call Center Outsourcing Philippines? When it comes to call center outsourcing Philippines, the fortune 500 are the usual clients for BPOs. They invest tons of money to get the best outsourcing service. With this in mind, the majority of the call center firms focus their market to these businesses. However, there are small and medium enterprises (SMEs) that tend to outsource their business too.

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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.

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Market research software buyer’s guide 2021

Qualtrics

See how market research software can help you get faster, better quality insights to every corner of your organization and find which features to look for when choosing the right research tools with our ultimate guide. What is market research software? Market research software is used by companies, individuals, and research agencies to collect and analyze data in order to help make better decisions.

2021 26
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Top 10 Product-Led Growth Metrics

SmartKarrot

Making sure customers love your product is important for any business. Growing a company is all about that customer friction is minimized and customers feel attached to the company. It is necessary to make sure customers use the product in its best way to get value. Product-led growth is necessary to optimize ROI, find customer journey bottlenecks, and increase product adoption.

Metrics 10
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Finally, a US digital stimulus package… but one that only keeps the lights on

Forrester's Customer Insights

When US President Joe Biden signed the American Rescue Plan Act into law, he added $1.9 trillion of economic stimulus to the $2.2 trillion provided by the Coronavirus Aid, Relief, and Economic Security Act and $0.9 trillion included in the federal government’s appropriations bill for 2021. This brings the combined fiscal stimulus of the Trump […].

2021 41