CSM Magazine
JUNE 30, 2021
The fundamental goal of client satisfaction is at the heart of customer service. In the past, it meant giving out smiles or taking the occasional phone call from a dissatisfied customer. Now, there’s a lot more to it than that. The most significant shift in customer service is the sheer number of avenues through which customers can contact your organization.
Totango
JUNE 28, 2021
A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Here’s a closer look at the basics. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy. And we’ll consider the role automation plays in deploying and optimizing freemium strategy.
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C3Centricity
JUNE 28, 2021
Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability, has driven customers online in ever greater numbers.
GetFeedback
JUNE 27, 2021
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.
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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.
TechSee
JUNE 30, 2021
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. Why? Because companies that rely heavily on a technician workforce consider 25% of truck rolls (TSIA) as non-value-added activities and a tremendous waste of resources.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 28, 2021
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. (Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.
GetFeedback
JUNE 27, 2021
Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences.
Help Scout
JUNE 30, 2021
It’s still yesterday for you. Statistically speaking, you (like most of my Help Scout colleagues) are probably somewhere in the Northern Hemisphere. Meanwhile, I cling to the bottom of the planet in Australia, probably in your tomorrow. That separation is about more than weather and the relative deadliness of the local wildlife. Remote vs. really remote.
Alida
JUNE 28, 2021
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.
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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
ShepHyken
JUNE 30, 2021
Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation.
Michel Falcon Experience
JUNE 30, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,click here Welcome.… The post #06: How to Stand Out in a Crowded Company and Industry w/ Ghassan Halazon appeared first on.
Zeisler Consulting
JUNE 30, 2021
Okay, so this is going to be controversial. Scandalous, even. But I’m going to come right out and say it: Please stop with the KPIs. Just quit it already. Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why: Because you’re not getting anything out of it. Not out of your top-line metrics, at least.
Inbenta
JUNE 30, 2021
Contents: Introduction. Chatbot examples in the travel & leisure industry. 1. Gol Airlines. 2. TravelClub. 3. Stubhub. Chatbot examples in the utility industry. 4. Naturgy. 5. Butagaz. Chatbot examples in the retail industry. 6. Benefit Cosmetics. 7. Eroski Supermarkets. Chatbot examples in the manufacturing industry. 8. Schlage. Chatbot examples in the healthcare industry. 9.
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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ShepHyken
JUNE 29, 2021
The Customer Obsessed Organization. How to Lead with the Customer First. Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. They discuss how customer-obsessed organizations must put their customers at the center of their leadership, strategy, and operations.
Kustomer
JULY 1, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. While this is a hot topic in the industry, companies seem to be missing the mark. Tom teaches us everything we need to know in the podcast below. Listen along to learn more. .
Myra Golden
JUNE 29, 2021
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you! Head over to [link] to sign up.
Doing CX Right
JUNE 26, 2021
How do you keep employees engaged to deliver great customer experiences? Learn & practice what best in class brands like Trader Joe's does. The post How Trader Joe’s Does Experience Right – An Insider Perspective appeared first on Doing CX Right.
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
Pink Guava
JUNE 29, 2021
Relook at Customer Experience with New Lens Customer Experience origin dates back to at least a couple of decades. The term itself has evolved over the period of time starting with primarily in-store, face to face interactions to building service delivery capabilities with access to phones and service agent 24x7. Over a period of time as Internet services picked up it flared the e-commerce industry allowing customers to choose from multiple providers and order from comfort of home.
Uniphore
JULY 1, 2021
Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences.
Eptica
JULY 2, 2021
Date: Thursday, July 1, 2021 Author: Pauline Ashenden - Demand Generation Manager How customer service needs to embrace change in housing associations. Published on: July 01, 2021. Author: Pauline Ashenden - Demand Generation Manager From the rise of multichannel to the evolving regulatory landscape and the shift towards hybrid working triggered by the pandemic, customer service in housing associations is continually changing.
PeopleMetrics
JUNE 28, 2021
A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. In this session, customer experience experts walk you through a best practices framework for developing your customer experience strategy around shared goals, survey design, data accessibility and more.
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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,
Help Scout
JULY 1, 2021
Every industry has its nuances. Perhaps there’s specific terminology to learn or a heavier focus on one type of metric over another. Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.
Solvvy
JUNE 30, 2021
A customer’s interactions with a brand drives their entire perception of a business, and as most businesses can attest, each and every customer experience can leave long lasting effects. So how can you get a sense of the customer experience you’re delivering? It starts by analyzing your metrics – especially those tied to your customer support efforts. .
Totango
JUNE 30, 2021
Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers might be able to quickly ramp up after onboarding, there will be some customers who are slow to adopt the features needed to achieve first value.
One Millimeter Mindset
JUNE 30, 2021
What happens when your preference for overly simple solutions sabotages how you serve internal and external clients? You and I love simple solutions, don’t we? These involve a minimum number of steps, are usually linear in nature, and solve a discrete need. Over time, an overly-simple problem-solving strategy results in comfortably delivering the fastest, cheapest, easiest, or most frequently-applied solutions to every problem.
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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.
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