Sat.Apr 29, 2023 - Fri.May 05, 2023

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5 Tough Customer Care RFP Questions in Today’s Hybrid World

BlueOcean

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP. And in the wake of the pandemic, that RFP also needs to be tailored to address the ways in which our world, industry, and business has shifted.

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Machine learning and AI for Field Service

TechSee

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications. One of the subsets of AI, machine learning, has lately emerged as a branch that goes beyond the core capabilities of AI.

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How to Navigate (and Strengthen) Your Customer Experience Strategy in Turbulent Times

InMoment XI

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways. As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently.

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Be Magnificently Boring to CARE!

Bill Quiseng

Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.

Loyalty 167
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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Incorporate CX Surveys into Your SaaS Customer Journey

Retently

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers.

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What’s the Difference Between a Self-Service and Full Service Customer Experience Solution?

InMoment XI

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. Choosing the right vendor for your CX program can be a critical decision, as it can have a significant impact on the outcome of your program. The right vendor will not only provide the necessary tools and technology, but also bring valuable expertise and experience to the table.

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How to make the most of your CRM and customer experience

Method:CRM

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Learning from your CRM and customer experience data is most valuable when it comes to understanding your customers and improving their satisfaction levels.

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Top 16 free advertising sites for your business in 2023

BirdEye

How well you reach your customers to pitch your products depends on how effective your advertising is. If you had a never ending budget, you’d run ads everywhere, all the time. But if you’re like most small and medium-sized businesses, ad budgets don’t grow on trees. And it means you have to get selective about how, when, and where you advertise your business.

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The Impact of Bullying at Work and What Can Be Done with Rita Chand

Russel Lolacher

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. And she specializes in recognizing bullying.

Culture 98
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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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4 Strategies to Get the Most Out of Your Small CX Team

InMoment XI

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. But just because you have a small team doesn’t mean you can’t make a major impact. In our over two decades of experience, we’ve worked with many small-but-mighty teams of around one to three people.

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The Little Known Disadvantages of a Customer-first Strategy

C3Centricity

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust

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Why Emotional Intelligence in Sales Creates Better Customer Relationships

Integrity Solutions

Many of our important decisions in life are influenced by both emotional and rational attributes, and often, the pull of the emotional is what rules the day. This simple truth goes a long way toward explaining why it takes more than just intellect and know-how to be a high-performing salesperson. As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical know

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What’s the secret? 10 rules for creating a incredibly successful consultancy

Beyond Philosophy

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. 10 Rules for Building a Successful Consultancy Be brave and be committed.

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The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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CX Challenges: How to Diagnose Organizational Silos at Your Company

InMoment XI

In today’s highly competitive business landscape, delivering exceptional customer experience (CX) is essential for any organization to remain relevant and successful. However, many businesses struggle to find success with their CX program because of organizational silos. What Are Organizational Silos? The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another.

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Marketing objectives: Strategies to achieve your business goals

BirdEye

If you wanted to run a marathon, you wouldn’t start your training with a 20-mile run. Instead, you would break down your goal into smaller pieces, such as shorter distances and cross-training. In the same way, achieving critical business outcomes requires a series of short-term goals that build upon each other. Marketing objectives are actions that’ll help you achieve your marketing goals.

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Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience

The DiJulius Group

Every so often I like to discuss several related topics under one umbrella. The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump. Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.

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Building a People-First, Product-Second Culture with Bob Phibbs

ShepHyken

Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.

Culture 71
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The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

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Ticket Deflection: The Key To Increasing Customer Support Efficiency

Team Support

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

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Top 13 marketing channels for your business

BirdEye

The choice of the right marketing channel can make or break a campaign. A lot of time, money, and valuable resources go into designing and executing each campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

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Are You Really Spending Quality Time With Colleagues And Clients?

One Millimeter Mindset

Quality time is mission critical to project success. Is the time you spend with colleagues and clients really high quality time? Or do you (and they) feel short-changed at the end of meetings? What quality is missing from your interactions? Alternatively, what topics are avoided, instead of introduced and, yes, even debated? Even if you are reviewing spec sheets or project templates, everyone’s time is important.

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Guest Post: Unlock the Secret to Exceptional Customer Service Productivity

ShepHyken

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. With the rise of online shopping and e-commerce, consumers increasingly turn to chat and email-based tools to contact companies with questions, concerns, and complaints.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

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An inconvenient truth: Creating loyal customers starts with you

MyCustomer

Download this Whitepaper Lead goal 0 TM Form Not a TM Form Internal or External External Disable T&Cs requirement Email intro text Thank you for downloading our resource. Download this guide to learn more about the behavioural problems that blight businesses and damage customer loyalty - and how to address this.

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10 ways to get more customer reviews, plus examples

BirdEye

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. It’s essential to not only gather this valuable feedback but also understand how to harness its power. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews.

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Why Great Service is a Trap That Will Ruin Your Business

Steve DiGioia

It’s the age-old mantra: “ Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business.

Loyalty 59
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How to Choose a Mystery Shopping Company

IntouchInsight

Whether you’re launching a new mystery shopping program or improving an existing one, third party mystery shopping providers, aka MSPs, are a big help. A professional mystery shopping company not only manages the execution of your program, but is also an objective partner.

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The B2B Sales Leader's Guide for Any Economic Environment

When economic headwinds pick up, sales leaders are the first to sound the alarm — and chart a new course. Longer sales cycles, larger buying committees, increased price pressure, and smaller teams can quickly combine to reduce your margin for error and increase the urgency to find a solution. To thrive in a challenging environment, sales teams need a rock-solid grasp of the fundamentals and the biggest force-multipliers they can get their hands on.