Sat.Sep 04, 2021 - Fri.Sep 10, 2021

Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

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How to Measure Customer Service Quality: Methods & Tools

Help Scout

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference.

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Structuring your Customer Success team


We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach.

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Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance


When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Customer Experience ROI: A Framework for Measuring CX Success


Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth. Customer Experience

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More Trending

055: The Weather Report Challenge

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service.

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9 Nuggets from TMSA’s Recent Strategic Interest Group Featuring CX University

CX University

This article was originally posted on TMSA’s blog. TMSA went back to school a little early this year.

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CX Trends: Shifts in Consumer Habits & Expectations


Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

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3 Winning B2B Client Engagement Strategies


B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments.

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?

The DiJulius Group

We’ve all been there. Stuck in an unsatisfactory customer experience with no hope of resolution in site, and we utter the words “Can I speak with the manager, please?” Ah, The Manager – the person that holds the magical key to all resolutions and customer happy endings.

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Amazon Customer Service: The Worst is Yet to Come

Bill Quiseng

Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. Several days ago I did not order on Amazon two bottles of Phillips Milk of Magnesia. Despite no order, Amazon shipped the products.

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Three Ways to Make Your Case

Heart of the Customer

“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position.

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Guide To Transformative Omnichannel Contact Center For SMEs

Magellan Solutions

SMEs can take advantage of an omnichannel contact center through this helpful guide. A transformative omnichannel contact center helped various organizations to solve the broken record syndrome.

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent


There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization.

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What's Missing in Your Customer Success Software?


Lack of visibility is one of the biggest problems impacting key account management, even in 2021. Isolated programs, account managers without sufficient buy-in to new systems, and broken processes compound to prevent revenue teams from gaining complete insight into accounts.

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8 Strategies To Increase Customer Loyalty For Your Business

CSM Magazine

Many businesses focus their marketing efforts on acquiring new customers. But while customer acquisition is important, customer retention is even more important.

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Benefits Of Customer Support Outsourcing

Magellan Solutions

The Role Of Customer Support Outsourcing For SMEs. For SMEs, offering a great customer experience is a key priority for their business.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Is It Time to Redefine Your Post Pandemic Professional Target?

One Millimeter Mindset

Do you have the same post pandemic professional target you aimed at about 18 months ago? Our professional environments have shifted. Many professionals I speak to feel somewhat out of sync professionally: trying to fit back into environments that just do not fit them anymore.

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How to close the CX perception gap between your management and your customers


Loyalty Closing the gap between management & customers

Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates

CSM Magazine

Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP, CX: The Human Factor.

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Top 10 Employee Experience Management Software of 2021


Want the business gods on your side? Then this guide is for you! Imagine this. . A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Moving to the cloud – 5 tips for a winning strategy


Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021.

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The perils of blindly using customer effort score as a CX metric


Loyalty The perils of blindly using customer effort score

Consumer Behavior & COVID Adjustments in Convenience Stores


After a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles!

How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience

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Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.