Sat.Sep 18, 2021 - Fri.Sep 24, 2021

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Not All Customers Are Created Equal

Doing CX Right

Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right.

Customers 127
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7 common customer service failures you can avoid with the right cloud ACD

NICE inContact

In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities. Additionally, modern ACDs provide contact center leaders with real-time information for better decision-making and empower them to make quick, effective configuration changes.

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Customer Messaging: The Complete Guide to Interactions Management

BirdEye

A complete guide to creating rewarding interactions and experiences that delight through customer messaging. Here’s what you need to know and how to implement it. Table of contents asdasd asd h3 Decide Delight Customer interactions and customer experience: How are they linked? Build customer loyalty Repeat business. The communication between business and customer is described as customer interactions.

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3 Ways CX-Driven Brand Reputation Helps Your Business

InMoment XI

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? Additionally, why are CX programs (especially those that drive Experience Improvement (XI)) ideal for building a reputation that your existing customers will love and that new customers will find enticing?

Brands 493
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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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Five Overlooked Moments that may be Wrecking Your Customer Journey

Experience Investigators by 360Connext

This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.

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I’ll Be Back! The Phrase We All Want Our Customers To Say

Beyond Philosophy

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question. On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 109
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The Modern Guide to Customer Satisfaction in the Restaurant Industry

ReviewTrackers

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. The 2018 American Customer Satisfaction Index (ASCI) reported that American now spends more than half of their food budget on dining out, which puts the annual sales projection for the restaurant industry at nearly $800 billion.

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The Culture Challenge

ShepHyken

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. (Shameless plug: Get it today!) . It’s always been my philosophy that customer service is not a department.

Culture 107
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Customer Onboarding Specialist Job Description: Templates and Examples

Help Scout

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management. If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and get

Culture 116
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The 2023 Verint Experience Index: Retail

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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What Is CSAT and How Can It Help You Improve Satisfaction?

Totango

What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll consider the benefits of tracking CSAT and how it can help your business. We’ll discuss how to measure CSAT within the context of your customer lifecycle.

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Outsource Telesales Reemergence Amidst Online Digital Marketing Noise

Magellan Solutions

Leverage outsource telesales to improve your online digital marketing efforts. To go digital has become the mantra of most businesses. Thus they amp up their marketing and sales efforts online, which is the practice of online digital marketing. However, outsource telesales is still a key strategy to ensure your sales pipeline is full. While it is true that online digital marketing is a great strategy to get leads, to ditch your B2B or B2C telecalling marketing strategies is not smart either.

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Phone? Web? Email? Text? What’s the best way to get feedback?

Daniel Group

Welcome to Success Strategies. What’s the best way to get feedback? Is it phone, web, email, or text? Well, unfortunately, there is no one correct answer. It depends on multiple factors, from the complexity of the transaction to your customers’ preferences. Remember, for deep analysis, there is no substitute for talking to your customers one at a time.

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[Podcast] Leadership Tips for Building a User Community

Lithium

In this episode, Cyber Security Evangelist at Check Point , Dameon Welch-Abernathy (aka ) talks about launching, growing, and leading user communities. A community, whether in-person or virtual, isn’t just a set-it-and-forget-it type of project. It takes a lot of involvement from all types of users and leaders to create a space that invites participation.

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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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Evolving Customer Service: Easy Steps to Help Your Customers Through Digital Transformation

Comm100

Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency. However, regulated organizations must have a clear and intense focus on customer experience and loyalty to achieve their business objectives, even as they embrace this new technology.

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6 Ways Lead Generation Services Helps You Get a Better Return on Investment

Magellan Solutions

Wondering how Lead Generation Services can help your company’s bottomline? We got some answers! Do you find it difficult to meet your development targets? Have you fallen into the referral trap, where the majority of your development is based on referrals? . If that’s the case, you’re not alone. It’s not a good idea to rely solely on referrals for new business.

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CX Success Stories – HOLT CAT

Daniel Group

CX Success Stories – HOLT CAT. Edward Craner, SVP of Strategy and Marketing, HOLT CAT , shares how they have transformed their company with feedback over the past 13 years. Lynn Daniel (00:03): I’m with Edward Craner, who is Senior Vice President of Marketing and Strategy with Holt Cat of San Antonio, Texas. Edward, thank you. Glad to have you with us today.

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Top 18 text message marketing examples you can start using today!

BirdEye

The average American checks their phones over 60 times daily? If you’re not using text to reach your customers, that’s over 60 missed opportunities! Texting is convenient and that’s what busy consumers expect these days. Research indicates 85% of customers prefer to text a business. If you’re looking for text message marketing examples that you can start using today, read on!

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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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Why we need to think of the contact centre as a revenue engine

Eptica

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered.

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Are You A Go-To Complex Problem Solver or A Problem Manager?

One Millimeter Mindset

Do you perceive yourself as a problem solver, manager, or a spectator? Think about it. First, a colleague identifies a current or potential problem. Next, are you their top-of-mind, go-to resource to find a solution? Or are you the last person clients and colleagues consider for complex problem solving? Alternatively, are you a sought-after, stellar manager of complex problems?

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Level Up Your Omnichannel Engagement: Next-Generation Journey Builder and New App Hub

Blueshift

As marketers, we all know personalized experiences are key to winning over customers. As today’s customers engage with brands on a growing number of channels, they expect those personalized interactions to take place and be connected across every touchpoint with the brand. The post Level Up Your Omnichannel Engagement: Next-Generation Journey Builder and New App Hub appeared first on Blueshift.

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Best Chatbot Development Frameworks & Platforms [2021]

kommunicate

Since the upsurge of the Covid-19 pandemic in 2020, the necessity of chatbots has increased. This is because people had to work from home. This meant that any business using human dialogue systems took a hit. A chatbot is a software application deployed to a website or an application. A chatbot can engage in a [.]. The post Best Chatbot Development Frameworks & Platforms [2021] appeared first on Kommunicate Blog.

2021 105
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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Customer Success Specialist Job Description: Template & Examples

Help Scout

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting.

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I’ll Be Back! The Phrase We All Want Our Customers To Say…

Beyond Philosophy

Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers’ business. So how do you get them to say, “I’ll be back?” Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I’ll Be Back: How to Get Customers to Come Back Ag

Books 68
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5 Reasons Why You Should White Label Live Chat

Comm100

Live chat is helping companies in the customer engagement field improve their customer service, but what about white labeling it? Statistics show that approximately 75% of people prefer live chat to other communication channels –making it one of the best communication platforms available. Live chat enables companies to provide real-time feedback to customers, offering a quick and easy way to engage, and enhance customer satisfaction ratings.

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Businesses Must Manage Customers’ Expectations by Being Totally Transparent

The DiJulius Group

Today businesses are operating with a set of unconventional circumstances. There are a few obstacles nearly every business in all industries has in common: staff shortages and supply chain issues. As a result, both are significantly contributing to why overall customer satisfaction is at its lowest point in 15 years. While both factors may be. Read Full Article.

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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.