ShepHyken

JULY 21, 2021

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.

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Customer Service Customer Service Training Customers Books 174

ReviewTrackers

JULY 21, 2021

Why Remove Reviews from Facebook? Facebook might have been created for users to be able to show their friends cute photos of dogs and cats, or share funny Anchorman and crying Michael Jordan memes. But if you’re using Facebook for business , the social network is, more seriously, a platform for connecting and engaging with potential and existing customers.

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Social Media Retail Consumers Connections 123

Advantage Communications

JULY 21, 2021

Your call center relies on the performance of its customer service representatives (CSRs) to provide greater customer service with every interaction, whether it’s on the phone, through email support or on your website’s live chat feature.

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CSM Magazine

JULY 21, 2021

With brands facing increasing competition for the attention of consumers, providing the best possible customer service has never been more important. Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them. Nick Millward, VP Europe at mGage , now part of Kaleyra explains.

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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

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.

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Customer Service Management Contact Center Social Media 52

Innovative CX

JULY 21, 2021

When the pandemic began, restaurants, to survive, had to convert overnight to take-out and drive-up options for their customers. Some restaurants simply took their in-person menus and put the food in a Styrofoam box. Others, the more customer-responsive and “design-thinking” ones, re-vamped their menus and created meals that would travel well and re-heat to reflect in-person dining.

Employee Experience 52

Employee Experience B2C 2021 Travel 52

The DiJulius Group

JULY 21, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience.

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CSM Magazine

JULY 21, 2021

You just purchased a historic hotel. You’re hoping to open it soon but also want to make sure it’s ready for the folks curious enough to come and stay in a historic site. The following are six tips to help you make it happen, starting with opening night. 1. Take Time with the Restoration. One thing you have to do is take time with the restoration.

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Hotels Advertising Wireless Books 52

Magellan Solutions

JULY 21, 2021

Different Types of Insurance Claims Outsourcing. Insurance claims outsourcing proves to be helpful for insurers worldwide. Insurance products and services are ever-changing in this specific niche. Yet services of insurance BPO remain consistent. Global insurers often outsource for the following reasons. These are easy claim handling processes, accurate claim settlement, and quick resolution time.

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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

Forrester's Customer Insights

JULY 21, 2021

Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.

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Magellan Solutions

JULY 21, 2021

Who do our Filipino telemarketers call? There are many types of telemarketing services in the Philippines to discuss. . Magellan Solutions will briefly hit on the most popular types of telemarketing and how they differentiate from each other. Businesses need to understand the differences to make the best decision in approaching telemarketing for their own business.

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Uplight

JULY 21, 2021

Uplight’s core values shape who we are as a company and how we interact with each other, our customers, and our partners. Our core values are: Do the Right Thing, Impactful Progress, Grow, and One Team. Each month we highlight a story about how an Uplight team member(s) has shown us what it means to Read More. The post Uplight Values in Action: Boulder Commons appeared first on Uplight.

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mopinion

JULY 21, 2021

Whether you’re a product marketer, digital marketer or data scientist, you’ve probably heard about CRO. Making its first appearance in marketing circles in the early 2000s, it’s safe to say that conversion rate optimisation is a fairly new practice and many businesses don’t have a conversion strategy. Though since then, conversion rate optimisation has only […].

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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

PK

JULY 21, 2021

You can’t manage what you can’t measure, and this is especially true for implementing IoT sustainability initiatives to reduce operational costs and increase efficiency. Currently, investors and stakeholders are demanding […]. The post Implementing IoT sustainability measures for better business results appeared first on PK.

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Measurement Management Article 98

Zonka Feedback

JULY 21, 2021

Customer Feedback is crucial information for every business. Businesses now have become aware enough to realize the importance of this information, and most businesses have started collecting feedback from their customers. And why not? After all, Customer Feedback is the only way to know how your customers feel about your products and services, and the experience they have received while doing business with your organization.

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SmartKarrot

JULY 21, 2021

Of all the debates that one can possibly have in the world of sales and marketing, one that takes no backseat is customer acquisition vs customer retention. Which is better and which one should you zero in on? Even though it looks like a simple question, the answer here is not so simple. While acquiring customers is an integral part of any growing business, retaining them for good is also equally important.

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Customer Retention Return on Investment Customers Customer Satisfaction 10

Doing CX Right

JULY 21, 2021

When employees feel valued, appreciated and have a sense of belonging, customers see & feel it too. Learn & apply CX best practices at your workplace. The post Diversity, Inclusion & Belonging Differences and CX Impacts appeared first on Doing CX Right.

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Article Customers 52

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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

SmartKarrot

JULY 21, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will collaborate cross-functionally with Customer Success, Marketing, Revenue Operations, and Data ScienceAnalytic teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale. Develop a digitally-led, low-touch customer communicationengagement strategy through the customer lifecycle – including onboarding and launch.

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CSM Magazine

JULY 21, 2021

Payroll processing—are you up to speed? If you’re an employer, you probably know that payroll processing can be an arduous and time-sucking task. Payroll processing may require you to follow certain steps, like inputting employee information, double-checking your entries, and generating pay stubs. Done manually, payroll processing can result in critical errors, some of which could subject your company to federal penalties.

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Presentation Technology Information Management 52

inSided

JULY 21, 2021

This week, Ângela Guedes , Head of Customer Success at Belvo , gives us the low-down on Digital Customer Success and when (and why) you should mix tech-touch with high-touch. There is a lot of buzz in the Customer Success space about guiding customers to their outcomes with technology. Some people love it, others believe those that do are selling their souls to the Devil.

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Forrester's Customer Insights

JULY 21, 2021

Ernest Dichter might have a lot to say about tech leaders attracted to portfolios over platforms. He’s the one who showed Betty Crocker that making the customer crack an egg made them feel like they were actually baking something homemade, instead of just rehydrating Space Lunch. It feels like this kind of “homemade” thinking gets […].

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Customers 40

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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

Brandwatch CX

JULY 21, 2021

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Social Media 75

Knowmax

JULY 21, 2021

4 Benefits of a Knowledge base for self service.

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Customers 52

Cyara

JULY 21, 2021

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. That’s it. A single interaction.

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Optimove

JULY 21, 2021

When planning the customer journey, chances are you’re never going to be able to predict everything that a customer encounters along the way. It’s a problem that is impossible to solve manually, and that only gets worse as you scale. The good news is that with advancements in technology, marketers are getting pretty close to solving the ultimate CRM challenge.

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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

Contact Center