C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer!

Innovation 77

Innovation Leadership Insights Marketing 77

Experience Investigators by 360Connext

JULY 21, 2020

Customers 232

Customers 232

Alida

JULY 23, 2020

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 208

Retail Customers Customer Success Engagement 208

GetFeedback

JULY 19, 2020

Three ways for CX and Product teams to work better together in optimizing the customer experience.

Customer Experience 432

Customer Experience Customers Article 432

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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

Second to None

JULY 22, 2020

Overwhelming customer volume, lingering out-of-stocks, and having to adjust to in-store social distancing practices for the sake of employees and customers. It comes as no surprise that contactless ordering and pickup/delivery are gaining traction. Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

Alida

JULY 23, 2020

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 130

Retail Customers Customer Success Engagement 130

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Engagement 195

Engagement 195

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

ShepHyken

JULY 22, 2020

These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.

Definition 161

Definition Poor Customer Service Customer Service Training Sales 161

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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

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.

Contact Center 136

Contact Center Reference Customer Centricity Connections 136

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Engagement 195

Engagement 195

Oracle

JULY 24, 2020

Virtual gaming has created an entirely new digital marketing frontier for advertisers to engage with customers. Be they mobile games, homesteading apps, massive multiplayer online roleplaying games, or virtual reality experience, the virtual real estate associated with online worlds keeps expanding. The gaming industry, in fact, generated $120 billion of revenue in 2019, a number that looks to keep rising.

Marketing 106

Marketing Sports Advertising 2019 106

Talkdesk

JULY 23, 2020

There’s an ancient proverb that reads, “If you want happiness for a lifetime, help someone else.” The world’s greatest thinkers, for centuries, have agreed that, at its core, happiness comes from helping other people, and we see evidence of this everywhere today, even in the smallest ways. . In my role as CEO of Talkdesk, I have the opportunity to speak with and hear from hundreds of customers and agents each year.

Innovation 99

Innovation Customer Success Customers Loyalty 99

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

Team Support

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

Net Promoter Score 98

Net Promoter Score B2B Customer Satisfaction Download 98

One Millimeter Mindset

JULY 23, 2020

If you are not invested in your own professional story, why continue to urge others to invest in your story? There just may be a disconnect of belief between what you say you do and who you really are. You see it, I see it, we all see it. Taglines and keywords in LinkedIn profiles and professional resumes. Positioning professionals one way this week.

Workshop 96

Workshop Connections Communication Customer Retention 96

Beyond the Arc

JULY 24, 2020

Is your approach to customer support optimized for today's mobile-first customer service world? Ever-present smartphones enable companies to leverage geo-location, edge computing, AI, and other technologies to provide assistance that is precisely tailored to each customer's needs and current context. Do you have an innovation strategy to take advantage of these capabilities?

Customer Service 88

Customer Service Innovation Presentation Blog 88

Zeisler Consulting

JULY 21, 2020

I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives I’ve been part of PM teams and Process Improvement teams. Having to justify our existence is something I’ve had lots of experience doing.

ROI 72

ROI Return on Investment NPS Leadership 72

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

NetBase

JULY 20, 2020

Since the rise of social media, consumer opinions and feelings have taken on greater importance, as they can go viral and affect brands. Correspondingly, access to these consumer feelings has become much easier to attain. Thanks to next-generation AI-powered consumer intelligences, social media sentiment analysis is now a mainstay of social analytics, but what exactly is it?

Social Media 70

Social Media Consumers Brands Airlines 70

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Published on: July 22, 2020. Author: Anne-Merete Jensen - Senior Business Consultant As we move out of nationwide lockdowns, businesses must be ready and able to meet changing customer needs.

Customer Service 71

Customer Service Social Media 2020 Consumers 71

Oracle

JULY 20, 2020

Just like the variety of flavors to choose from at an ice cream shop, sales jobs are widely diverse. While your career path in sales may vary, Sami Halabi, Social and Sales Enablement Manager at Oracle, states one timeless sales principl e to live by, “Good salespeople focus on being good salespeople. Exceptional salespeople focus on being good people.” Looking to get started with a career in sales but not sure where to begin?

Sales 82

Sales Sports 2020 Retail 82

NICE inContact

JULY 23, 2020

Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis.

Call Center 70

Call Center Customer Experience Presentation Customers 70

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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

Cyara

JULY 20, 2020

Since the start of Cyara, it’s been our goal to deliver the best customer service experience. To achieve it, we’re continuously developing new ways to provide enhanced support services, and over the years, that’s resulted in customer-focused efforts, like: Development and continuous additions to our Knowledge Center. The creation of an account status page.

Measurement 67

Measurement Customer Focused Customer Service Call Center 67

ReviewTrackers

JULY 20, 2020

Last month, Harvard Business Review published a report exploring the true quality of online reviews on websites like Yelp, TripAdvisor, Facebook , Google, and Glassdoor. According to the report, reviews typically have a distribution of opinion that is “highly polarized, with many extreme positive and/or negative reviews, and few moderate opinions.”.

Hotels 97

Hotels Books Feedback Consumers 97

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you already influence. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Your ability to grow revenue is dependent in part on your ability to discover new successes for your existing clients, retain their business, and maximize their custo

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

McorpCX

JULY 20, 2020

There's not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations — it feels like so much is out of our control.

Customer Experience 102

Customer Experience Marketing Customers 102

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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