Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

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Customer Service Retail Banking Interaction 103

BirdEye

JANUARY 25, 2023

Most business owners don’t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation.

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Feedback Customer Satisfaction Brands Management 98

One Millimeter Mindset

JANUARY 25, 2023

I have two questions for you today. First, how many times during sales calls or project meetings are you intimidated by other colleagues’ perceived levels of knowledge? Next, what do you plan to do about that scenario, after today? Consider the opportunities missed (and sales dollars left on the table) when you remain a spectator when working with or selling to individuals who do not solve problems the same way you do.

Consulting 88

Consulting Innovation Roadmap Leadership 88

The DiJulius Group

JANUARY 25, 2023

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their. Read Full Article The post 105: What I Wish My Parents Knew appeared first on The DiJulius Group.

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2018 Article Customer Service Customers 82

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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

CSM Magazine

JANUARY 25, 2023

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Despite the cost-of-living crisis, research from Statista predicted that retail sales during the holidays were expected to reach more than £82 billion in the UK, the busiest shopping period of the year when customer queries typically increase dramatically.

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2023 Brands Customer Centricity Download 52

West Monroe

JANUARY 25, 2023

The potential for a recession holds significant implications for even the private equity market. Financial giants with their own private equity arms, such as Blackstone , have already cashed out of deals to ease the pain of major write-downs and their resulting losses, while the Federal Reserve’s continued war on inflation means lending costs will continue to increase.

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Information 2027 Financial 2023 52

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Yet if you asked 100 SaaS CEOs to define a CCO’s roles and responsibilities , chances are you’d get 200 answers.

Chief Customer Officer 52

Chief Customer Officer Effort Score Metrics Leadership 52

Interactions

JANUARY 25, 2023

At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition.

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Virtual Agent Interaction Technology Presentation 62

SAP Customer Experience

JANUARY 25, 2023

This post will be updated as new Labs Talk video streams come available. You can find all streams from Labs Talk 2022 here. For 2023, we will be issueing a free NFT via the SAP Web3 Cloud in each of our shows – below you will also find links to.

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2023 2022 Customer Experience Customers 58

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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

Interactions

JANUARY 25, 2023

At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition.

Virtual Agent 62

Virtual Agent Interaction Technology Presentation 62

MyCustomer

JANUARY 25, 2023

Loyalty How a CX transformation can save Southwest

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Airlines Customer Experience Loyalty Customers 65

Education Services Group

JANUARY 25, 2023

Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined below.

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Webinar Sales Customer Success Insights 52

MyCustomer

JANUARY 25, 2023

Loyalty Companies never read feedback, customers complain

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Feedback Consumers Loyalty Customers 85

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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

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.

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2023 Management Automotive Leadership 41

Retently

JANUARY 25, 2023

Gone are the days when you could drop-ship your way to success, customer experience and customer lifetime value becoming more immediate priorities. It’s still challenging to prove the value of that investment as opposed to customer acquisition; however, the game is clearly changing, prompting ecommerce brands to cherish their most valuable asset – customer loyalty.

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Loyalty Programs Advertising Loyalty Social Media 31

Forrester's Customer Insights

JANUARY 25, 2023

Will companies cutback on DEX in 2023? Not the smart ones. Customers often ask whether companies will invest less in DEX in 2023 given the economic pressure. A few assumptions drive the question: DEX is not as high of a priority as other areas, like customer experience (CX).

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2023 Customer Experience Customers Employee Experience 26

dscout People Nerds

JANUARY 25, 2023

Encourage your teammates or clients to get out of a rut with this fun and easy Hackathon guide and template.

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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

Thematic

JANUARY 25, 2023

With our latest update, you have the option to view customer comments from your Thematic dashboard! You can turn on customer comments for any dashboard widget that has clickable themes: Themes increasing/decreasing score (top positive or top negative drivers) Top themes by volume Changes in most common themes Recently emerged rare themes Themes where volume has spiked (changes in theme mentions) Themes where score has spiked (changes in score) When you click on a theme in the widget, five commen

Customers 62

Customers Connections Feedback Management 62

2020 Research

JANUARY 25, 2023

Assembling the right sample of respondents is vital to the success of any research project. However, with different sample partners and countless sampling methods in play, settling on an approach that meets your research objectives and standards is a complex task. We formulated our “Everything You Need to Know About Quantitative Sample” knowledge kit as an answer to that very problem.

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Download 52

eGain Blogs

JANUARY 25, 2023

The Challenge Knowledge is power but in reality, enterprises are knowledge-challenged with employees spending 20% or more of their time, looking for it to do their day-to-day jobs. Nowhere is the knowledge challenge more acute than in the customer contact center. Customers say that the lack of agent knowledgeability is the #1 impediment to getting good service (Source: Forrester survey ).

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Magazine Contact Center 2023 Insurance 52

CSM Magazine

JANUARY 25, 2023

Choosing a reputable contractor is of the utmost importance when renovating or building a home. You not only need the work completed to a high standard , but you also want to ensure that the contractor is reliable, trustworthy, and has the necessary qualifications and insurance. The construction industry is heavily regulated in the UK, and there are several ways to check a contractor’s credentials before hiring them.

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Insurance Government Reference Financial 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

Zonka Feedback

JANUARY 25, 2023

Consider this – you go to an event and are asked to share feedback after the event by typing in the URL in your phone. Or you may be asked to wait in line to share feedback on a kiosk device. Chances are, you would not be willing to share feedback because does anybody even put so much effort anymore just to share feedback?

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Events Feedback Customers 52

Forrester's Customer Insights

JANUARY 25, 2023

Yesterday, the Justice Department and eight states sued Google, accusing the company of illegally abusing its monopoly on the technology that powers online advertising. According to the Department’s complaint, Google’s dominance enables the company to take at least $0.30 of every dollar spent using Google’s advertising technology.

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Advertising Marketing Technology B2C 49

West Monroe

JANUARY 25, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability. The pivot comes after several years of historic growth, with software companies benefitting from favorable credit, significant PE and venture capital funding, and generous R&D budgets to

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Sales Leadership Return on Investment Management 40

ReviewTrackers

JANUARY 25, 2023

Brands 65

Brands 65

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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