Sat.Feb 27, 2021 - Fri.Mar 05, 2021

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ROI and the Secure Customer Index (SCI)

Horizon CX

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.

ROI 52
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10 Signs to Know if you have Won a Loyal Customer

Pink Guava

Customer – Vendor relationships are often treated as guarded, professional, and more transactional. Looking at today’s dynamic market behavior and so many options available for anyone to choose from, this belief is sure going to impede your business success. Bottom line is that if we need to stand out in the market and continue to grow our client base, we must start looking at customers as humans and treat them so!

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Make CX Easy: Give Your Customers What They Want

Daniel Group

Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy. Here at The Daniel Group, we pride ourselves on supporting our clients in making CX as easy as possible. We do this by gathering information by surveying our clients’ customers.

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5 Technologies that help your Customer Service Team drive more Sales

TechSee

“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.

Sales 124
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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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Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

Books 148

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The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

eglobalis

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

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How a Better Brand Experience Turns Consumers into Loyal Customers

Second to None

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. But how can you do that?

Consumers 109
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3 Behavioral Economic Principles for Customer Success

ChurnZero

“But I did everything right.”. Have you ever bemoaned this common refrain after a customer unexpectedly churns? You adhered to the best practices. Your customer said they were happy. You thought everything was going swimmingly, perhaps even exceptionally well. Customer engaging? Check. Customer satisfied? Check. Customer seeing results? Check. . But still, when presented with the opportunity to leave, your customer just up and churns on you.

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Human-Centered Customer Experience with Amanda Chavez

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Amanda Chavez to discuss human-centered customer service and design. Amanda has over a decade of experience working in this type of design and shares expert advice worth listening to. Tune in to the podcast below to discover how Amanda incorporates human-centered design into all aspects of customer experience.

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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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Amazing Business Radio: Elma Beganovich

ShepHyken

The Perks of Influencer Marketing. Using Social Media to Build an Engaging Customer Experience. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience. Top Takeaways: Influencer marketing is a way to add to your customer journey. It starts with social media.

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It’s No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.

Airlines 106
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Part 2: Achieving Customer Success by Reducing Churn

Team Support

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

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Best Customer Experience: Be Plentiful & Ready | #CX #CustServ

Kate Nasser

To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.

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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.

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Guest Post: 5 Tools to Uplift Your Store’s Customer Experience

ShepHyken

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. In this day and age, eCommerce is a booming industry. The global eCommerce market size was valued at 9.09 trillion dollars in 2019. As we’re still embracing remote work and social distancing, folks would be purchasing from online stores.

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4 steps to effectively optimize location-based employees to boost customer experience

Talkdesk

Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. .

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Expand Member Reach with Virtual Branches

SaleMove

2020 and social distancing fundamentally changed how customers interact with businesses. Close, in-person interactions were largely replaced with virtual exchanges. As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? . In a recent report, “ Beyond COVID-19: Five key priorities to accelerate post-crisis transformation for banking and capital markets ,” PwC lists key stra

Banking 87
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How to Calculate and Improve Your Customer Retention Rate

Totango

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

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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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5 Top Customer Service Articles For the Week of March 1, 2021

ShepHyken

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. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. (Gartner) I will share three significant ways organizations may seed the eventual downfall of their CX programs in their early days.

Article 79
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Target Working with the Best so You can be Your Best!

One Millimeter Mindset

When you target working with the best so you can become your best, you always have one question that is top-of-mind. “Who are the best of the best in our organization?” Why, how, and when did they accomplish this? The key to upskilling and reskilling for the post-pandemic workplace starts with discovering who your best workplace colleagues are. Even if you currently do not work with them at all.

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Your KPIs aren’t as important as your Customers’ actual experiences

Zeisler Consulting

Let me be scandalous for a second here (okay, it’s not nearly as scandalous as I sometimes get in real life, but bear with me): Stop looking at your scores. Just stop. I can hear old bosses (who hired me for my analytical acumen) and even former professors (who instilled that acumen in me in the first place) cringing. I have former students and cadets who may think me a hypocrite.

NPS 72
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Top 3 Customer Success Takeaways from SaaStock Remote

ChurnZero

Last week SaaStock hosted their 2nd annual SaaSock Remote event, which was focused on helping SaaS leaders gain traction, grow and scale in a hybrid world. . Did you know that 92% of SaaS companies fail within 3 years due to poor product-market fit, lack of cash flow, and/or overall mismanagement? Being a part of an expert-led community like this SaaStock Remote event gives access to the knowledge and experience SaaS leaders need. .

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Building the hybrid contact centre with Microsoft Teams

Eptica

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?

2021 104
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Your Post Pandemic Career Strategy Evolved. Now what?

One Millimeter Mindset

Your post pandemic career strategy is different than originally designed. What will you do? Are you feeling guilty? And are you attempting to comply with what satisfied you before? Rather, let’s celebrate together! It is time to move forward beyond where you were yesterday and where you are today. Time to get to where you really need to go tomorrow.

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Don’t let your most valuable resource go

Zeisler Consulting

I’m blessed to have been recruited to work in the field of Customer Experience. I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS). Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do. Years ago, before I was involved in CX, I saw how, sadly, PE was often used to ‘find efficiencies’, which usually meant looking for redundancies and people to fire.

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New Report From Vivantio Provides Roadmap for Next-Generation B2B Service Infrastructure

CSM Magazine

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.

B2B 105
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the