Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

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Customer Engagement Engagement Definition Fashion 147

Bill Quiseng

MAY 10, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.

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BirdEye

MAY 8, 2023

Marketing is a profession that constantly challenges you and motivates you to level up every single day. Being a marketer today is one of the most exciting and demanding professions anybody can choose. Marketers in the digital age have to be highly flexible and adapt quickly to an ever-changing landscape. If you love the world of marketing and want to stand out in this demanding field, this article is for you.

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Marketing Social Media Multi-Channel Leadership 98

ReviewTrackers

MAY 11, 2023

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy. Over half a million small businesses get started every month, but very few survive. For a small business to survive and thrive, it is essential to get the basics right and find creative ways to create buzz about their offering, without sac

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Management Multi-Channel Advertising Fashion 123

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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

Beyond Philosophy

MAY 11, 2023

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

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Customer Engagement Engagement Social Media Definition 157

CRMI

MAY 9, 2023

CRMI Honors 33 Service Organizations for Delivering ‘World-Class’ Customer Service 6 Cited for Certification in Customer Experience Management Professional (CEMPRO) 2 Cit.

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BirdEye

MAY 9, 2023

According to industry analysts, people are four times more likely to purchase when referred by a friend. From referral cards to social media plugs online, a referral program is the golden egg for businesses. One of the best methods to ensure your customers can easily promote your business is to create an incentivized referral card program. And if you are wondering how to do that, this blog post explores everything you need to know about referral card ideas and creating referral cards for your bu

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Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

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Feedback Customer Experience Customers Retail 83

TechSee

MAY 11, 2023

It’s almost a joke now, isn’t it? You go to a popular fast food chain or pharmacy, or something similar and find that whatever you were there to do, get a milkshake, or print some photos, can’t be done because “the [insert machine] is down” One reason could be that these machines are complex pieces of equipment that require regular maintenance and cleaning.

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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

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work.

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Management Contact Center Culture 2021 89

BirdEye

MAY 12, 2023

Almost every business uses referrals and swears by their effectiveness in driving more traffic, generating more leads, and increasing sales. And with good reason – 84% of consumers trust referrals. However, not all referral programs are successful. The key is to develop referral campaigns that are easy to use and track. And that’s what referral codes are for.

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SaleMove

MAY 12, 2023

How banking institutions can unify asynchronous messaging & real-time interactions to breakdown silos for improved efficiency, customer experience & results. The post Flattening Secure Messaging Speed Bumps appeared first on Glia Blog | Digital Customer Service Explained.

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Banking Blog Interaction Customer Service 86

ShepHyken

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.

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Net Promoter Score NPS Roadmap Feedback 62

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

Doing CX Right

MAY 12, 2023

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

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Leadership Connections Customer Experience Customers 98

kommunicate

MAY 11, 2023

Last Updated on May 11, 2023 In recent years, chatbots have become increasingly popular due to their ability to automate customer service and improve user experiences. With advancements in natural language processing (NLP), chatbots can now understand and respond to human queries more effectively than ever before. One of the most widely used messaging apps [.

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2023 User Experience Blog Customer Service 98

Merkle

MAY 9, 2023

Digital Asset Management (DAM) systems are becoming increasingly sophisticated, offering advanced features that enhance content delivery, maintain brand consistency, and even provide digital rights management services. I’ll cover seven key capabilities that are transforming DAM systems, enabling organizations to streamline their workflows, improve content management, and ultimately deliver a more engaging and personalized user experience.

Management 97

Management User Experience Brands Engagement 97

ShepHyken

MAY 10, 2023

There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.

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Customer Service Training Workshop Travel Retail 64

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

Innovative CX

MAY 10, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy as well as improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. Without customer input, organizations can frequently make decisions that adversely affect their experience strategy as well as its overall profitability.

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Airlines Customers Leadership Consumers 59

Magellan Solutions

MAY 12, 2023

Small businesses need extra help to keep operations as smoothly as possible. Peak business hours can be demanding, especially with the increasing customer traffic and inquiries. One of the main challenges of running a small business is addressing customers’ concerns. But small businesses usually have opening and closing hours, and customers might need help outside business hours.

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Call Recording Average Handle Time Insurance Government 59

Optimove

MAY 11, 2023

Remember the early noughties (what do you mean you weren’t alive yet?!) when AI started to make its way into our collective marketing consciousness? For those of us long enough in the tooth to remember the birth of digital marketing, most of us didn’t foresee AI’s huge potential at the time. It was hard to see the connection between what we thought we knew about AI (thanks, Matrix and Terminator!

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Feedbackly

MAY 11, 2023

In this age of convenience, customers demand a lot more agility from brands than before, and omnichannel customer experience is one of them. It is a term that got increasingly popular ever since e-commerce disrupted the traditional market. But, it wasn’t until a decade ago that it became a necessary strategy for every business, and it was fuelled by the increase in digital channels available for customers to connect with a brand.

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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

Zeisler Consulting

MAY 9, 2023

I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker. And , I bought it a while ago. I’ve had it for a while. So yes, boujie I’m not…yet (keep that Growth Mindset going!) But here’s the thing: Recently I had an experience with this brand that was decidedly not luxury in any way whatsoever.

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Brands Technology Leadership Communication 72

Magellan Solutions

MAY 10, 2023

Business owners know the value of delivering excellent customer service and streamlining operations. One way to achieve these goals is by having a reliable order taking call center services system. We will discuss the importance of order taking call center services. We will also include why they are a profitable investment for businesses. This includes delivering notable services which improve customer satisfaction.

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Call Center Customer Satisfaction Exceptional Customer Service Sales 52

CSM Magazine

MAY 9, 2023

In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression.

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Customer Service Social Media Customer Centricity Exceptional Customer Service 52

BirdEye

MAY 8, 2023

Sales prospecting is vital for any business that wants to continuously grow its pipeline. But finding and engaging new prospects takes time, strategy, and effort. Before social media and marketing automation, companies would fish for new customers by making cold calls and even knocking on doors. Today, businesses use all kinds of channels and sales prospecting tools to generate leads and convert them into customers.

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Sales Social Media Multi-Channel Events 52

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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