ShepHyken

AUGUST 7, 2020

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. And good customer service is defined as taking that extra step for the customers without being asked.

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Customer Service Exceptional Customer Service Lifetime Customer Feedback 125

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. Having the ability to automate your CS teams’ work can make customer success scalable. For large high-touch accounts to tech-touch accounts, and everything in between, automation — used the right way — can add value for customers, while freeing up tim

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Customer Success Customer Centricity Metrics Customers 62

Provide Support

AUGUST 5, 2020

The post 4 Tips to Encourage your Remote Customer Service Employees appeared first on Provide Support Blog.

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Customer Service Blog Customers Article 68

GetFeedback

AUGUST 3, 2020

Interview with Nicole Sult, senior director of customer experience at Lippert Components—the world’s leading supplier of high-quality RV products—about her career in the customer experience space.

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Customer Experience Customers Article 221

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BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate.

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ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people?

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Customer Service Workshop Customer Service Training Customers 156

GetFeedback

AUGUST 6, 2020

Simplifying CX YouTube series episode on the difference between digital experience and customer experience.

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Customer Experience Customers 273

ReviewTrackers

AUGUST 5, 2020

What is Customer Experience Marketing? Customer experience marketing is the strategy of focusing marketing efforts on the customer and improving how the customer experiences your product or services. . The idea is simple: if people love your product, they’ll become your biggest promoters. If you delight your customers, they’ll recommend your product to their friends, family, and colleagues. .

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Customer Experience Marketing Social Media Customer Journey Mapping 122

eglobalis

AUGUST 2, 2020

Simplify employee experience and customer experiences to adapt and grow On Tech Target. The post Simplify employee and customer experiences to adapt and grow On Tech Target appeared first on Eglobalis.

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Customer Experience Employee Experience Customers 164

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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

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One Millimeter Mindset

AUGUST 4, 2020

By now you probably have pandemic stories to tell. Most likely due to the ubiquitous impact of the current health scenario on how we work (and where, when, why, if). How has the pandemic fueled not only your own professional delivery of client-focused solutions? But also your teams’ and your organizations’, as you better serve each other and your clients?

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Innovation Leadership Communication Customer Retention 118

Talkdesk

AUGUST 7, 2020

It’s no secret that organizations must rely on great customer experience (CX) as a competitive advantage to take their businesses to the next level. Adapting to rapidly-evolving customer demands creates sustainable customer loyalty — the recipe for long-lasting business success. With the arrival of the coronavirus (COVID-19), business priorities have shifted to focus solely on the safety of employees and customers, deploying a work-from-home (WFH) and social distancing model on a global sc

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Customer Experience Competitive Advantage Contact Center Loyalty 104

Kustomer

AUGUST 6, 2020

In our Customer Service Retail Repor t, we discovered that nearly eight in 10 customers said they would be less likely to shop with a brand again after experiencing poor customer service. Unless you want to potentially lose about 80% of your business, you need to stay on top of your customer service performance. If you’re not exactly sure how to measure customer service performance, consider the following methods and metrics.

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Metrics Measurement Customer Service Net Promoter Score 102

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them.

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Net Promoter Score Customer Journey Mapping Customer Journey Interaction 122

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

One Millimeter Mindset

AUGUST 6, 2020

More frequently, I hear about pandemic professional overwhelm. Because my colleagues and clients acknowledge how overwhelm and exhaustion are taking a toll on how they show up for work. How about you? At this point in our epic journey together, ponder how pandemic professional overwhelm becomes an elephant in our virtual meeting rooms. And in physical workplaces.

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Workshop Innovation Financial Communication 87

Advantage Communications

AUGUST 4, 2020

When you think of superior customer experiences and world-class customer service, the first thing that comes to mind for most is consumer-facing technologies. While you’re not wrong to think that, the real heart of successful customer service is the backend digital infrastructure behind it.

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Customer Service Consumers Technology Customers 90

Team Support

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! It’s no secret that more B2B customers are using live chat than ever before.

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B2B B2C Customers Blog 89

NetBase

AUGUST 4, 2020

Sometimes the next big thing for a brand is found in the places where there is a small amount of buzz, but not enough to make it immediately identifiable. Having the right social analytics can show you how to spot white space and what to do with it! Sometimes all you need are the right questions. And with proper social listening you can discover a whole new world of opportunity.

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Social Media 2014 Consumers Brands 83

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

Chadwick Martin Bailey

AUGUST 5, 2020

I couldn’t have imagined that four years after I blogged about Uber’s evolving brand promise , we’d be debating the safety of a trip to the grocery store. The disruption wrought by COVID-19 has only accelerated that by advancing technology, socio-economic change, and evolving consumer needs. So how will Uber and other disruptive tech-driven brands face the challenge of how it best fits in consumers lives today ?

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Transportation Consumers Innovation 2016 82

Heart of the Customer

AUGUST 6, 2020

I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging. If your company is doing well, it’s hard to get people’s attention. Why tinker […]. The post To Spur Action, Create a Sense of Urgency appeared first on Heart of the Customer.

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Management Customer Experience NPS Customers 109

Zeisler Consulting

AUGUST 3, 2020

One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That protection can come in the form of cash-on-hand, liquidity, T&Cs, and sometimes flexibility (for us) in how we deal with our Customers.

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Loyalty Customers Books Interaction 72

Centercode

AUGUST 7, 2020

When you’re looking to shave costs anywhere you can, quality is the one thing you can’t afford to cut. It’s the number one objective driving your product’s success. But ensuring high quality is expensive. You need thorough test coverage before release — that is, you need to see how your product’s features and functions perform with real customers in their actual environments.

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Consumers 2019 Document Management 78

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Measurement

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . This alone should be reason enough to take a second look at your digital engagement efforts.

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Engagement Telecommunications Customer Centricity Customer Engagement 103

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Many companies are and the pandemic has brought them into the spotlight.

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Customer Service Social Media Customer Service Representative Connections 71

Calabrio

AUGUST 7, 2020

Calabrio is a company that has thrived through strategic partnerships. Whether long-term partnerships like Cisco or Avaya , or newer collaborations with Amazon Connect , Twilio or UJET , we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform. We see our services through the lenses of openness and flexibility — we want to work with what you have, not the other way around.

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Engagement Contact Center Connections Communication 105

Method:CRM

AUGUST 6, 2020

A strong customer retention rate is often the key to small business success. Here’s why: 80% of a small business’ revenue will come from just 20% of their customer base Repeat customers spend 67% more than new ones It costs 5 times more to get a new customer than it does to keep an existing one The probability of selling to an existing customer is 3 + times higher than selling to a new customer.

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Customer Retention Sales Webinar Customer Base 69

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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.

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