Sat.May 09, 2020 - Fri.May 15, 2020

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What essential retail can teach us about prepping for the next normal

SMG CX

As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like.

Retail 52
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Incorporating Customer Feedback in your Business Planning

IntouchInsight

Customer feedback is a critical tool for every business. It allows you to decide if you're going to follow the trends set by your competitors, or respond to what your specific customers are expecting as the world around them changes.

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7 Reasons for Failure When Adopting a Customer First Strategy

C3Centricity

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today?

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Salesforce Trailhead: Build a CX Program With GetFeedback and Salesforce

GetFeedback

GetFeedback has partnered with Salesforce on a new trail to help Salesforce employees guide customers on building a best-in-class customer experience (CX) program.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Practical Advice For Influencing People: 6 Key Principles

Beyond Philosophy

Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.

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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

BlueOcean

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Listen to the audio or read the article. Three months later – May, 2020.

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A Guide to Successful Field Service Outsourcing during a Crisis

TechSee

Outsourcing is nothing new for field service organizations. For years, third parties have been used to increase service coverage, meet temporary spikes in demand or handle simple tasks more cheaply than full-time employees. The increasing demand for rapid, high-quality service coupled with an aging and shrinking pool of experienced technicians has further entrenched the practice of outsourcing in the field service industry.

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How to Be Ready to Serve Customers in the New Normal

Integrity Solutions

What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on SellingPower.com By Mike Fisher. In the mere months since the start of the COVID-19 pandemic, much has been written about the need to adjust to a new normal in how we’re doing business – and from where. We get it: We’re all working from home.

Sales 126
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How to Use Hootsuite Reputation Management to Your Advantage

ReviewTrackers

We here at Review Trackers love HootSuite. To us, it’s one of the world’s best social relationship platforms, and our team uses it every day to engage with fans and followers on social networks like Facebook, Twitter, Google+, LinkedIn, and more. We think you ought to give the tool a try, if you aren’t yet using it. Not only does HootSuite help business owners connect with existing and potential customers on their favorite social networks; it also serves as a great tool to establish and boost yo

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The 2023 Verint Experience Index: Retail

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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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner When the World’s on Fire

BlueOcean

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Three months later – May, 2020. Place: Your living room couch. Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even star

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10 effective tips for training WFH contact center agents

Talkdesk

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily.

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Adapting Your Sales Enablement Strategy to 2020 Realities

Integrity Solutions

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. But it will take more than tools and technology to do that. By Donna Horrigan As sales leaders navigate our current situation—a global pandemic that’s wreaking havoc on the economy while social distancing measures keep workforces remote and isolated— the role of sales enablement is coming under increased scrutiny.

Sales 130
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Best Practices in Communications to Improve Employee Experience

PeopleMetrics

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever. But clear, effective top-down employee communication isn’t enough.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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We’ll Be Stronger When This Is Over

ShepHyken

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy.

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Kustomer Acquires Reply.ai to Deepen Intelligent Automation Capabilities

Kustomer

Here at Kustomer, we believe artificial intelligence plays an essential role in helping companies scale customer service and efficiently deliver exceptional results. And we aren’t alone. Gartner predicts that 72% of customer interactions will involve technology such as machine learning and chatbots by 2022. That’s why we are excited to share that Kustomer is acquiring Reply.ai to deliver even deeper intelligent self-service and agent assistance to our customers.

2022 111
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3 Reasons Why We Let Businesses Take Us For Granted

Steve DiGioia

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what?

2015 101
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Practical Advice on How to Influence People

Beyond Philosophy

General Show Notes: Practical Advice on How to Influence People: 6 Key Principles. Many years ago, Robert Cialdini introduced the principles of influence. Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience. If you enrich your experience with these principles, which include things like learning to genuinely like other people and encouraging a favorable environment for reciprocity by your sincere generosity, you can benefit your bottom l

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Amazing Business Radio: Jonathan Lerner

ShepHyken

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. Shep Hyken interviews Jonathan Lerner. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Top Takeaways: Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either!

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Brands Making National Nurses Month a Priority

NetBase

As part of the aptly timed “Year of the Nurse and Midwife,” the American Nurses Association expanded National Nurses Week , to a monthlong celebration. And businesses would be wise to recognize and celebrate healthcare workers as well. Many are and it will pay off long-term. Let’s check it out! Brands recognizing their importance with funding PPE (personal protective equipment) or other gear, are also realizing that broadcasting the good they’re doing is really all they can do right now.

Brands 98
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How to Build Your Voice of the Customer Program?

Lumoa

As the business world changes at a rapid pace, companies must adapt to stay ahead of the competition. This shows the importance of a superior customer experience, as it not only drives revenue but also builds emotional connections with the brand. 83% of millennials and 85% of business buyers consider this a key factor in their purchasing decisions. In fact, more than half of customers have a strong emotional attachment to the businesses they regularly purchase from.

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Step by Step Guide: How Call Centre Outsourcing Works?

Win the Customer

O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go. In such a business, it is quite a daunting task to match up the level of requirement as per the customer’s expectations.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Guest Post: Can I Ever Trust You Again?

ShepHyken

This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Trust is foundational to relationships with people — and with companies.

Sports 134
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Brands Pivoting from B2B to B2C

NetBase

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. And it’s wise thinking. Here’s why. Just as cell phones have doubled and adapted as business and personal tools, so have brands during the pandemic edition of working from home. Our straight back office chairs have been replaced with plush pillows and perhaps a toddler-sized company mascot running around.

B2C 98
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5 Factors of Omnichannel Contact Center Success in the New Normal

Upstream Works

Every contact center has a universal goal: to provide exceptional customer service. But doing so isn’t always that simple. It requires a holistic customer experience (CX) strategy, a responsive data strategy and the flexibility to adapt to a changing world. As we continue to social distance, self isolate and get used to a new normal, it’s more important than ever for contact centers to focus on their overall strategy.

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Employer Brand Stats You Need to Know

ReviewTrackers

Your organization’s ability to build a strong employer brand is a major growth driver. But it takes more than posting job openings on LinkedIn or designing a fancy Careers page to create a brand that resonates with job seekers. To understand what it takes to attract the best possible talent, let’s take a look at some employer branding stats that every employer and HR executive must know.

Brands 123
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The Open CCaaS Advantage Report

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.