iPerceptions

JUNE 18, 2020

Closing the feedback loop presents a potential win-win opportunity for both your brand and your customers.

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Influitive

JUNE 18, 2020

Why can’t a customer advocacy platform be used to drive engagement with prospects? That’s what many of our customers have been asking us lately, particularly in light of the global pandemic and their apprehension of trying to drum up new business in the middle of it using traditional demand generation methods. I can’t think of […]. The post Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine appeared first on Influitive.

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Customers Engagement Marketing 52

Ecrion

JUNE 18, 2020

Strong branding is a necessary attribute in order to optimize your company’s sales and resonate with your audience. But, building customer trust is one of the most crucial components of branding that you need to focus on in 2020. It can seem difficult, though, to decide on the best way to go about it. Not sure where to start? Don’t worry, we’ve got you covered.

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2020 Loyalty Programs Sales Loyalty 75

Heart of the Customer

JUNE 18, 2020

Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […]. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer.

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Bold360

JUNE 18, 2020

It used to be so easy. You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. Today, though, that approach almost never works. For one thing, social distancing keeps people from engaging face to face any more than they have to. But the problem runs deeper than COVID.

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Connections Engagement Insurance Customers 71

NetBase

JUNE 18, 2020

Recovery is the name of the game right now, and sustainability is figuring prominently in many of these conversations. Here’s how and why your brand should care about this trend. And ways to start strategizing around it. Sustainability is more than a buzzword, it’s the way smart businesses are headed. It makes sense, as the largest consumer segments right now – Millennials and Gen Z are very ecologically minded.

Social Media 67

Social Media Consumers Brands Demo 67

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. ProcedureFlow makes your employees experts faster. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual.

Management 63

Management Contact Center Government Document 63

The DiJulius Group

JUNE 18, 2020

Are you too focused on customer service so much so that you’ve pretty much lagged behind on employee experience? Employee and customer relationships are critical and that’s why you need to maintain them. When you build a world-class internal culture, what’s experienced on the inside will be experienced on the outside. It’s Worth the Investment!

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Culture Customer Experience Employee Experience Customer Relationships 59

SaleMove

JUNE 18, 2020

At the risk of sounding braggadocious, we’re feeling pretty cool at Glia these days. A big part of that is the high that comes from the rare honor of being named a Cool Vendor by Gartner for CRM Customer Service and Support. We’re so excited about it that we licensed the report so we can […]. The post Cool Space + Cool Clients = Cool Vendor appeared first on Glia Blog | Digital Customer Service Explained.

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Blog Customer Service Customers Innovation 52

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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

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CSM Magazine

JUNE 18, 2020

Some exciting trends are emerging in the world of Mixed Reality (MR) that could have a major impact on the online customer experience of the future. MR encompasses a range of technologies that combine the digital and natural worlds. Augmented Reality (AR) functions in a real-world environment and overlays computer graphics you can see and manipulate using smartphones or glasses, while Virtual Reality (VR) creates a digital, simulated environment you can explore and interact with using a headset.

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SaleMove

JUNE 18, 2020

At the risk of sounding braggadocious, we’re feeling pretty cool at Glia these days. A big part of that is the high that comes from the rare honor of being named a Cool Vendor by Gartner for CRM Customer Service and Support. We’re so excited about it that we licensed the report so we can offer complimentary access to our readers <link to page> for a limited time.

Touchpoint 52

Touchpoint Innovation Customer Service Technology 52

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center. But with an increasing focus on technology, it can seem like live agents are getting left behind. .

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Technology Contact Center Virtual Agent Call Center 71

Gainsight

JUNE 18, 2020

Welcome to our Change the Game in 5 mins Series. If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth ’s Laura Salonga and Ed Smith. At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide , Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics.

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Healthcare Chief Customer Officer NPS Leadership 52

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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

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers. His career and company are built upon the idea of customer centricity and other customer service management principles.

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Customer Journey Mapping Customer Journey Customer Centricity Customer Service 52

Team Support

JUNE 18, 2020

In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships during uncertain economic times. But what about existing customers? It can be difficult to pinpoint exactly which businesses will be impacted the most and to what level they will need to alter budgets. Here are some tips for working with current customers during uncertain economic times: Reach out and check in on each B2B customer – Every company is different, and

Sales 59

Sales B2B Customer Experience Management 59

Influitive

JUNE 18, 2020

Why can’t a customer advocacy platform be used to drive engagement with prospects? That’s what many of our customers have been asking us lately, particularly in light of the global pandemic and their apprehension of trying to drum up new business in the middle of it using traditional demand generation methods. I can’t think of […]. The post Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine appeared first on Influitive.

Customers 52

Customers Engagement Marketing 52

Magellan Solutions

JUNE 18, 2020

Traditional bank practices and cash handling come with a lot of challenges and inconvenience. And in 2020, going cashless is a must. The FinTech industry is booming for this reason. With a little third party help, even a FinTech startup can rapidly boost operations — through Fintech outsourcing. What is FinTech Outsourcing? FinTech, short for Financial Technology, improves and automates financial services and processes, and is necessary in the move towards a cashless society.

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Call Center Financial 2020 Social Media 52

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

Gainsight

JUNE 18, 2020

Welcome to our Change the Game in 5 minutes Series. Today I’m speaking with Janine Snead , IBM’s Chief Digital Officer, Vice President of Customer Success IBM Cloud and Cognitive Software. IBM has one of the largest product portfolios in the world, and I’m proud of how they’ve found a way to drive customer success across so many business units and products.

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Customer Success Document Webinar Insights 52

Maru Group

JUNE 18, 2020

Sports – like most industries – is changing. UK fans aren’t as connected with sports, especially football, as they were four months ago. The break in the season and the on-going impact of social distancing measures appears to be having a negative influence on our sporting consumption. According to the latest Maru/Matchbox data, a sizeable 70% of fans have paused their paid-for TV sport subscriptions since the start of the coronavirus pandemic.

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Sports Connections 2013 2018 52

C Space

JUNE 18, 2020

The Brand Move Roundup – June 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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2020 Brands Hospitality Government 52

CSM Magazine

JUNE 18, 2020

Enterprises across the world must continually navigate the crowded online marketplace in order to sell their products. Without a software product that is of true quality to their end-users, these companies will fail. The only way to ensure that a product is living up to expectations, or exceeding them, is through a stringent and thorough quality assurance process completed by an experienced software QA tester.

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2020 2019 Technology User Experience 52

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Forrester's Customer Insights

JUNE 18, 2020

It’s not enough to just keep up with your customers. You must get out ahead of them. And if you weren’t already focused on that before COVID-19, the requirement for speed and agility is a given. AI-enabled consumer intelligence technology can help you bust through the key blockers. These solutions use data, both internal and external, […].

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Consumers Technology Customers Customer Insights 36

dscout People Nerds

JUNE 18, 2020

Whether you’re an aspiring researcher looking to cut your teeth, or you’re a seasoned UXR looking for a new challenge, taking these steps to advance your career can get you there.

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SmartKarrot

JUNE 18, 2020

Role: Customer Success Manager – Central Region Location: Chicago, Illinois, US Organization: Suse As a CSM, You will have to focus on the post-sales lifecycle and through close partnership with SUSE’s customers guide them in maximizing the value they get from their investments using SUSE’s products. Ensure defined business outcomes and success metrics captured in a mutual agreed Customer Success Plan.

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Customer Success Roadmap Customer Satisfaction Metrics 10

Steve DiGioia

JUNE 18, 2020

How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions. Just as with other business tasks, there must be a clear-cut chain of responsibility on who will complete any given assignment, especially one that is important to the success of your business.

Communication 71

Communication Management 71

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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