June, 2021

Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Experience Investigators

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way.

2021 60

The comprehensive guide to improving retail customer experience

GetFeedback

Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences. Guides

2021 195
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How Employee Engagement Helps Drive Customer Experience

Alida

An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics.

2021 130

3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance

TechSee

Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users.

2021 203

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111 Customer Service Statistics and Facts You Shouldn't Ignore

Help Scout

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up.

2021 99

How to improve customer experience in ecommerce

GetFeedback

Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website. Guides

2021 195

How Employee Engagement Drives Change and Boosts Revenue

Alida

To say employee engagement has fallen to the back burner for a lot of organizations is an understatement. Customer Experience Employee Experience

2021 130

5 Top Customer Service Articles of the Week 6-28-2021

Shep Hyken

Each week I read many 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. America’s Best Customer Service Companies by Newsweek.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

4 Innovations Enabling Truck Roll Optimization

TechSee

It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. .

Flat Customer Care Budget? Outsourcing May Be the Answer

BlueOcean

As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different.

Amazing Business Radio: Steve Bederman

Hyken

Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company.

2021 106

How to use a customer experience maturity model

GetFeedback

How to use a customer experience maturity model to assess the current state of CX in your business, diagnose areas that need improvement, and guide your experience strategy. Guides

2021 195

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

SWAGGER Magazine: Standing out in a Sea of Content

Alida

(Part 1 of 4). SWAGGER Magazine is North America's leading, digital-first, modern men's luxury lifestyle magazine. They help build their readers' confidence by providing them a pulse on the latest trends in fashion, grooming, entertainment, travel, culture, automotive, and more.

CRMI Honors 33 Service Organizations for Delivering ‘World-Class’ Customer Service 6 Cited for Certification in Customer Experience Management Professional (CEMPRO) 6 Nominated for Certification in Providing Employee Centric Work Environment (VoE) 200+ Cited for Special NFSB Covid-19 Certifications

CRMI

All have consistently exceeded customer expectations with highly engaged employees — Nominated may also qualify for NorthFace ScoreBoard Triple Crown Award? — The CXDNA Ultimate Ecosystem? Chelmsford, MA: June 10, 2021 – Customer Relationship Management Institute

2021 100

EVE Cortex: The first scalable visual AI assistant in the industry

TechSee

The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers.

2021 135

Why You Don’t Need an AI Support Chatbot

Help Scout

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense.

2021 113

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Guest Post: How to Care About Your Customers

Hyken

7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included.

2021 103

Customer Service is a Gold Mine for Employee Experience Ideas

Russel Lolacher

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience.

The Power of Employee Experience

Alida

In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers. Customer Experience Employee Experience

Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills

Kate Nasser

Prevent these often unacknowledged human trust breakers for success / happiness in business & life. Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills appeared first on KateNasser.com.

2021 109

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Technician Dispatch in 2021: 4 Fresh Approaches to Cost

TechSee

Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it.

2021 132

10 Inspirational Customer Experience Examples

Help Scout

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading.

2021 97

5 Top Customer Service Articles of the Week 6-7-2021

Hyken

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.

6 Ways to Boss Customer Service Calls

Myra Golden Media

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

2021 105

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!