Magellan Solutions

APRIL 19, 2023

8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses. Customer experience is a key aspect for companies trying to increase sales, satisfaction, and referrals.

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Insurance Customer Service Competitive Advantage Exceptional Customer Service 98

BirdEye

APRIL 17, 2023

Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. Recent statistics reveal the subscription economy will be a trillion-dollar economy by 2025. Another study indicates that 75% of organizations that sell directly to consumers will offer subscription services by 2023.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.

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Chief Customer Officer Customers Customer Experience CEM 138

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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.

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Blueshift

APRIL 20, 2023

No email marketer wants to see their customers leaving them, whether by unsubscribing or reporting their emails as spam. High spam complaints and unsubscribes not only means losing potential revenue, but this also can affect the overall deliverability and performance of your future campaigns. These detractors create a negative impression at the ISPs, impact one’s sender reputation, and thus affect inbox placement.

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Engagement Marketing Customers Customer Experience 98

BlueOcean

APRIL 20, 2023

We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business.

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Contact Center Culture 2013 Airlines 156

Alida

APRIL 21, 2023

Sport fandom is a unique concept: few other cultural phenomena engage and enthral people from all over the world in the way that sport does. As time and technology have evolved, the habit of participating, talking, reading, listening, or watching sports has remained a chosen past-time for billions across the globe.

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Sports Engagement Culture Technology 130

BirdEye

APRIL 20, 2023

Local lead generation is a great way to reach potential customers in your area and increase your revenue. But how can you generate local leads? In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business. From optimizing your website to leveraging social media, we’ll cover everything you need to know about local lead generation so that you can start growing your business today.

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Social Media Multi-Channel Metrics Advertising 98

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

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Omnichannel Customer Experience Contact Center Social Media 95

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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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TechSee

APRIL 21, 2023

A truck roll is when a technician or service provider drives to a customer’s location to install or repair equipment. They are a necessary part of many customer and field service operations. And there will always be situations where a technician needs to be dispatched in-person to solve a problem with their special skills or equipment. However, a surprising number of visits end up being wasted on issues that could have been easily fixed by customers themselves had they have been given a li

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Financial 2026 Transportation 2022 109

Beyond Philosophy

APRIL 15, 2023

We will admit it. We have made mistakes in our lives. It’s only natural that some of the calls you make in your journey are going to be bad ones. Believe it or not, we are thankful for them. One learns a lot from one’s mistakes or at least that is the hope. Some of the calls were good ones, though, and we are thankful for those, too. Perhaps, even we two, like the blind squirrel, can find a nut once in a while.

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Consulting Loyalty Connections Information 78

BirdEye

APRIL 19, 2023

Does this sound familiar? You’ve worked for years for a big company, but it’s just not the career you want. It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? We’re here to help. We’ve put together a list of 45 of the best small business ideas to give you a headstart on where to pursue your self-started career.

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2023 Social Media Consulting Events 97

2020 Research

APRIL 17, 2023

Imagine this: You’ve invested countless hours into crafting your brand. Now, you’re eager to expand your reach among your customers and stay ahead of the curve with the latest trends. But how can you accomplish this with ease and speed? Enter brand tracking – a game-changing tool that empowers you to navigate the intricacies of consumer perception.

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Brands Consulting ROI Consumers 89

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

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys, available with our Link survey distribution method , extend those same benefits to feedback collection during real-world physical interactions.

Feedback 88

Feedback Net Promoter Score Presentation Download 88

One Millimeter Mindset

APRIL 19, 2023

There is that one team you absolutely love, isn’t there? You cannot wait for the next meeting. The dynamics and soul and purpose infused and hardwired into that team inspires you professionally. This is the team where everyone brings out the best in each other, always, even when things get messy. Why aren’t all teams like the team you absolutely love?

Consulting 89

Consulting Innovation Workshop Leadership 89

BirdEye

APRIL 18, 2023

Did you know that 50% of businesses fail within the first five years? This means for business owners, advertising locally is essential to keep the doors open and reach the target audience in the local market. These ad campaigns are necessary to build brand awareness, generate leads, drive traffic to your physical location, and increase sales. In this blog post, we’ll share 25 local advertising ideas to help you reach those goals.

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Advertising Social Media Events Magazine 98

SaleMove

APRIL 21, 2023

We examine how the interactions customers are having with your team carve a much deeper groove into customer loyalty–and how you can make it an effortless experience. The post What’s More Important Than Customer Interactions? Nothing. appeared first on Glia Blog | Digital Customer Service Explained.

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Interaction Loyalty Blog Customers 76

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

MyCustomer

APRIL 17, 2023

Engagement Company silos and culture continue to blight CX

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Culture Customer Experience Engagement Customers 132

SAP Customer Experience

APRIL 18, 2023

While customer engagement platforms like SAP Emarsys can be an obvious solution for a retail giant or an entertainment company, there can be unexpected benefits for smart customer relationship management for Utilities companies. With integrated, personalized, 1:1 communications, utilities can succeed in less regulated, highly competitive markets where it’s easy.

Entertainment 78

Entertainment Customer Relationship Management Brands Retail 78

ShepHyken

APRIL 21, 2023

This week, we feature an article by Josh Centers, Business Journalist at TextExpander. It is a platform that helps teams save time and eliminate repetitive typing with just a few keystrokes. He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. Imagine pulling up to a McDonald’s drive-through, and instead of hearing, “Hi, welcome to McDonald’s, may I take your order,” you were greeted with a gruff: “McDon

Customer Service 62

Customer Service Customer Satisfaction Definition Social Media 62

Interactions

APRIL 19, 2023

There is no question that customer trust drives brand loyalty, engagement, exclusivity, and building lasting customer relationships. But how do we gain and nurture customer trust, and what are the consequences of losing it? That’s a question every customer experience (CX) executive spends their day trying to answer. Interactions CMO Peter Mullen recently participated in a panel discussion at the GDS CX Innovation Summit entitled “Embracing the Fusion of Authenticity, Trust, and Cu

Loyalty 62

Loyalty Fashion Healthcare Contact Center 62

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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

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. We continue our discussion by examining what qualifies as sound design and what to consider while creating a balanced scorecard. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool.

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Metrics Average Handle Time Definition Measurement 71

2020 Research

APRIL 20, 2023

Candela Insights has been partnering with Sago for its research needs for over a decade. So, it was an easy decision to provide support when Candela requested it for a project with one of their clients, a major financial service provider. The Challenge For long-time Sago client Candela Insights, a fellow market research organization specializing in qualitative research, gathering data for a major financial service provider about an ad campaign on a tight timeline was no small feat.

Insights 97

Insights Financial Advertising Feedback 97

ShepHyken

APRIL 17, 2023

Top Takeaways: We go to healthcare providers to address a big problem; our health. Some healthcare practitioners know how to treat symptoms and illnesses; however, they are falling short of making the patients feel like they are human beings with respect and dignity. When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes.

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Healthcare Customer Service Customer Service Training Loyalty 62

The DiJulius Group

APRIL 19, 2023

Is a recession coming? Are we already in a recession? One thing is for certain, we have been in a customer service recession since the end of the pandemic. However, unlike every other recession, this one is optional. It is an opportunity for the brands that focus on the experience they deliver to both employees and customers. Read Full Article The post Announcing the 2023 Customer Service Revolution Conference Lineup appeared first on The DiJulius Group.

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2023 Customer Service Article Customers 94

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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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