C3Centricity

OCTOBER 22, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.

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Retail Advertising Technology Download 87

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.

Net Promoter Score 71

Net Promoter Score Metrics Customers Feedback 71

Heart of the Customer

OCTOBER 23, 2020

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers. But if you’ve ever worked within a B2B company, you […].

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Management B2B Communication Customers 97

Feedbackly

OCTOBER 21, 2020

In today’s customer-centric business world, prioritizing customers’ perceptions of your business has become more important than ever. The good news is that an increasing. Source.

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Measurement Customer Centricity Customers Insights 84

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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.

Customers

ShepHyken

OCTOBER 23, 2020

This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore. Two hundred years ago, buyers purchased all types of items – food, clothing, furniture – from vendors they knew and trusted.

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Interaction Article Customers Insights 92

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear and concise: stay operational and deliver on our KPIs while keeping our people safe.

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Contact Center Virtual Agent 2021 Engagement 156

Beyond Philosophy

OCTOBER 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.

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Document Insurance Connections Consulting 115

ShepHyken

OCTOBER 21, 2020

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. Realize that others in your industry are probably asking themselves the same question.

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B2C Customer Service Training B2B Leadership 152

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like?

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Engagement Net Promoter Score Metrics Customer Satisfaction 116

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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

Retail

Zeisler Consulting

OCTOBER 22, 2020

I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re like me, and work in CX, you may have wondered, What, exactly, is , Customer Success? From a CX perspective, it may be useful to understand how these roles and their responsibilities differ from ours.

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Customer Success Customer Centricity Culture Customers 93

Talkdesk

OCTOBER 21, 2020

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again. Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider.

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Contact Center Call Center Customer Experience Customer Service 107

Ecrion

OCTOBER 21, 2020

Customer engagement and customer experience are regarded as cornerstones of business development. However, there is a lot of confusion between the meaning of each terms, and even though they are often used as synonyms, customer experience is different from customer engagement. Take a look at the infographic below and find out how! Customer Engagement vs Customer Experience.

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Customer Engagement Engagement Customer Experience Customers 105

Kate Nasser

OCTOBER 18, 2020

Rediscover respect to unleash your true potential in leading morale, serving customers, & relationships. Kate Nasser The People Skills Coach™. The post Rediscover Respect The Hugely Underused Emotion | #LeadMorale appeared first on KateNasser.com.

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Sales Customers Communication Engagement 104

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

Kustomer

OCTOBER 22, 2020

On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process. Attendees were able to gather insights from the brightest minds in the CX space, hearing perspectives from those that are not often heard from, and networking with their peers.

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Sports 2021 2020 Loyalty 96

CSM Magazine

OCTOBER 19, 2020

With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today. The transition from physical stores to eCommerce was happening at a vigorous pace before the COVID-19 crisis. The pandemic has transformed the choice to shop online into a necessity for many shoppers.

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2020 Social Media 2003 Customer Service Strategies 98

Team Support

OCTOBER 21, 2020

This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3 , now concludes with Part 4 where we review more solution tools to empower customer support teams.

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B2B Interaction Technology Customers 98

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.

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Measurement Customer Experience Net Promoter Score Effort Score 84

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

Kustomer

OCTOBER 23, 2020

Since the dawn of the computer age, engineers and designers have had to consider how humans can, and should, interact with new technology. They designed and implemented interfaces that altered our mental models for exchanging information; we had to learn novel symbols, workflows, and behaviors in order to interact with these new platforms. Basically, we conformed to the computer, not the other way around.

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E Commerce E-support Interaction Communication 88

ShepHyken

OCTOBER 19, 2020

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. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark. (CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insig

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Article 2020 Customer Service Voice of Customer 75

NICE inContact

OCTOBER 21, 2020

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

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Call Center Sales Technology Customer Service 102

Doing CX Right

OCTOBER 20, 2020

Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place. Consider coffee, for example. Customers, including me, spend triple the price at Starbucks compared to other local coffee shops.

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Voice of Customer Feedback Customer Centricity Reference 69

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Measurement

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Both Michael and Vikas have had to adapt their teams to the new CX issues spawning from the COVID-19 pandemic. Learn how these leaders have successfully managed customer delivery expectations during COVID-19 by listening to the podcast below.

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Customer Expectations Management Communication Customers 69

Daniel Group

OCTOBER 23, 2020

NMC, Inc. In this video, Kirk Kaiser, Director of Sales Effectiveness, NMC , discusses some lessons learned in his CX experience with Lynn Daniel, CEO, The Daniel Group. Transcript. Lynn Daniel (00:02): Good afternoon, everyone. My name is Lynn Daniel, I’m with the Daniel Group, I’m here today with Kurt Kaiser. He’s director of sales effectiveness for NMC out in Omaha, Nebraska.

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2010 Net Promoter Score Sales Voice of Customer 64

Gainsight

OCTOBER 22, 2020

1. Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . 2.

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Management Roadmap Document Customer Centricity 98

Chadwick Martin Bailey

OCTOBER 19, 2020

Lori brings more than two decades of insights experience to her work with leading brands—translating business challenges into action, providing the voice of the consumer for both strategic and tactical initiatives to build brand and drive business results. Lori delivers insights, and the ever-important “now what?” through a deep understanding of consumer behavior, that’s always translated through the lens of business needs and realities.

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Insights Consumers Presentation Connections 98

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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.

Customer Engagement