ProProfs Chat

SEPTEMBER 17, 2021

Be it a startup or a multi-million dollar company; a website is the starting point of contact between your brand and customers. . Research suggests that it takes just about 50 milliseconds for users to judge your website and decide whether they want to stay or leave. . Multiple factors come into play while forming opinions about your website – its design, content, navigation, usability – the list is endless.

2021 52

2021 Blog Feedback Customers 52

Conversocial

SEPTEMBER 13, 2021

I regularly research and write articles that eulogise about the importance of building customer relationships. If you follow the Conversocial blog there are recurring regular themes: it’s easier and more cost-effective to retain customers than acquire new ones, existing customers are more likely to buy from a brand again and messaging channels are the most effective way to keep these retained and loyal customers engaged.

Customer Relationships 59

Customer Relationships Article Blog Consumers 59

Feedbackly

SEPTEMBER 17, 2021

If you have implemented a CX strategy for your business, you would know that CX metrics are an important aspect of it. They help.

Metrics 98

Metrics NPS Net Promoter Score Insights 98

Alida

SEPTEMBER 14, 2021

As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams. However, we've identified a number of trends that are leading to insights professionals and researchers turning towards this visual and interactive method of displaying data and telling stories. So why is this happening?

Marketing 237

Marketing Insights Interaction Customer Experience 237

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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

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.

Hotels 167

Hotels Customer Service Training Financial Retail 167

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Myra Golden

SEPTEMBER 17, 2021

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 116

Customer Service Download Events Innovation 116

ShepHyken

SEPTEMBER 13, 2021

Each week I read many 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 Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.

Article 148

Article 2021 Customer Service B2C 148

Zeisler Consulting

SEPTEMBER 15, 2021

May I offer a modest suggestion about CX? Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand.

White Paper 93

White Paper Sales Brands ROI 93

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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

One Millimeter Mindset

SEPTEMBER 15, 2021

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. Here’s why. There are three reasons why being too comfortable in your professional role is not the feeling you should seek. However, confidence in your professional role fuels professional growth and innovation.

Connections 95

Connections Innovation Leadership Consulting 95

inSided

SEPTEMBER 16, 2021

This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it! Digital customer success has been a hot topic lately. Let’s start by defining what digital customer success is, and for this, I’m going to quote Brian LaFaille ’s definition as I believe it is the most straightforward and si

Customer Success 101

Customer Success Definition Customer Journey Customers 101

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace.

Customer Experience 107

Customer Experience Loyalty Loyalty Programs Touchpoint 107

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience.

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Loyalty Consumers 88

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

Help Scout

SEPTEMBER 16, 2021

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.

Customer Service 97

Customer Service Document Average Handle Time Metrics 97

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 87

Customer Service Omnichannel Social Media 2020 87

ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.

Consulting 151

Consulting Customer Journey Marketing Sales 151

delighted

SEPTEMBER 14, 2021

Having the right tools to make your customers happy – fast – is critical for all scaling organizations. Especially as companies around the world are recognizing and achieving the benefit of prioritizing the customer experience. ActiveCampaign is a powerful platform with a myriad of automation and CRM tools to help customize, organize, track, and report on all stages of the customer lifecycle – from marketing engagement to closing a customer deal and supporting them thereafter.

Feedback 87

Feedback Customer Journey Connections Interaction 87

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

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses.

Sales 74

Sales Customer Journey Mapping Loyalty User Experience 74

Eptica

SEPTEMBER 17, 2021

Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Published on: September 17, 2021. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.

Omnichannel 112

Omnichannel 2021 Blog Consumers 112

Myra Golden

SEPTEMBER 17, 2021

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.

Workshop 109

Workshop Events Customer Experience Design Customers 109

Kate Nasser

SEPTEMBER 12, 2021

Impersonal medical care undermines patient trust & follow-up. Real life examples fr Kate Nasser, The People Skills Coach™ Healthcare Medicine. The post Impersonal Medical Care Creates These Problems | #Healthcare #PeopleSkills appeared first on KateNasser.com.

Healthcare 105

Healthcare Hospitality Communication Customer Service 105

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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

MyCustomer

SEPTEMBER 14, 2021

Engagement How do you find the right CX KPI for your company?

Customer Experience 121

Customer Experience Engagement Customers 121

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.

Culture 59

Culture Contact Center Leadership Engagement 59

Heart of the Customer

SEPTEMBER 17, 2021

As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact. We’ve documented the top items a few times in the past: linking everything to business value, understanding the technology and data, measuring and improving emotions, and using […].

Document 78

Document Customer Experience Professionals Measurement Technology 78

Beyond Philosophy

SEPTEMBER 11, 2021

You probably didn’t mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing your job; getting the message out. Unfortunately, your marketing inadvertently damaged your customer focus. However, marketing isn’t the only area to blame for the problem. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you.

Customer Focused 78

Customer Focused Marketing Customer Centricity Consulting 78

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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