Sat.Aug 15, 2020 - Fri.Aug 21, 2020

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12 Examples Of Email Customer Service Best Practices

Magellan Solutions

Technological advances gave way to the proliferation of new modes of communication. For businesses, these new channels mean new ways to respond to customers and improve customer relationships. Among these new mediums of customer communication, customer service and customer support emails have become one of the most popular. What is email customer service?

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What a Customer First Strategy Means Post Pandemic

C3Centricity

Denyse Drummond-Dunn · What a customer first strategy means today. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!

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Customer Experience Indexes: Modern Thinking

ClearAction

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr

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Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

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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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5 Keys to Hiring Customer Service Frontline Reps During COVID-19

Customer Bliss

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. .

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Engaging owners through feedback tools

Customercount

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

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Use SMIRC Goals to Define Customer Experience Outcomes

Experience Investigators by 360Connext

You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. I don’t say this to shame anybody, but to highlight it’s so easy for all of us to do.

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Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, sati

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Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust.

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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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Reviews Completed On Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

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Rethinking the Outsourcer Selection Process in the New Normal

BlueOcean

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners.

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Contactless and effortless – service excellence in the new normal

TechSee

In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact. Known as “contactless service,” this new model is emerging as the goal of many of the world’s leading enterprises.

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How You Can Syndicate Reviews to Amplify Your Online Reputation

ReviewTrackers

Here at ReviewTrackers, we frequently receive questions from our clients and partners seeking guidance on the impact different review sites and review display formats may or may not have on their business. If you are a business of any size whose lead generation is tied to Web searches – specifically, results generated in association with popular review sites – the topic of review and multimedia syndication is probably influencing your lead generation, whether you are aware of it or not.

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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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SAP’s Transformation and Innovation in Customer Success

Totango

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide.

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Amazing Business Radio: Michael Houlihan and Bonnie Harvey

ShepHyken

Customer Service and Community Support. How to Use Customer Experience as a Brand Identity. Shep Hyken interviews Michael Houlihan and Bonnie Harvey , founders of Barefoot Wine. They discuss how Michael and Bonnie built a successful wine business from the ground up by focusing on customer service and experience. Top Takeaways: Creating a good customer experience requires doing research.

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A Really Simple Way of Getting Better Reviews

Beyond Philosophy

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile? You might be thinking that this can’t be true. However, recent findings by Professor Shiri Melumad, assistant professor of marketing for the Wharton School at the University of Pennsylvania suggest

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5 Things I Do to Stay On Top of Our 700+ Clients As CEO

Gainsight

I’ll admit it. I’m kind of obsessed. In my brain, I’m always thinking about our clients. How are they doing? Are we delivering on our promise to them? Has their experience been positive? Do we have the right relationships? I guess since I am the CEO of THE Customer Success company, that focus makes sense. But knowing 1000s of CEOs, I know many of you are the same.

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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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And the Customers Tweeted Happily Ever After

Storyminers

What makes a story stick around? Why do we enjoy hearing some stories again and again? More importantly, how do you turn your brand into a story? And how do you make your story tweetable, i.e., told in 140 characters or less? Let’s look at the ancient story of “David and Goliath.” It’s remarkably sticky. Having been around for more than 10,000 years, it continues to find its way into TV shows, movies, the news, and media ads.

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14 CX lessons from digital transformation leaders

MyCustomer

24th Aug 2020 Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience.14 CX lessons from digital transformation leaders. By Michael Hinshaw Managing Director.

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017: Meet John DiJulius

The DiJulius Group

In this episode, world-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise. John didn’t get his success offered on a silver platter. When his dad deserted his mom and siblings, they went from being upper-middle-class to.

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Strike a conversational tone in client communications

Beyond the Arc

We've seen organizations focus on delivering an excellent customer experience, but then overlook one critical area. The product meets customer needs, the organization is easy to do business with, but client communications are cold, and maybe even off-putting. Not only does this distract from the message, it can erode the relationship. When you're writing a [.].

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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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The unsung heroes: 4 ways your IT team fuels customer experience

Hello Customer

Ah, the IT team. It’s fair to say: they’re not everyone’s best friends. Known for often slowing down buying processes or keeping the security protocols very tight, some CX professionals see them as the necessary evil they need to deal with on a daily basis. However. When we look at what makes a great customer experience, it’s often the background processes that make the difference.

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5 Top Customer Service Articles For the Week of August 17, 2020

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. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. (Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers

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How operations leaders can leverage digital customer experience to get ahead

BirdEye

As an operations leader, it’s essential that your business offers world-class customer experiences. But the very nature of customer experience is changing rapidly. Today, customers increasingly engage with businesses through digital channels. The best businesses are those that are able to offer great experience both physically and digitally. In this guide, we’ll break down the fundamentals of digital customer experience and talk about some unique ways you can optimize your digital customer journ

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The Times They Are a-Changing: Talent in the Contact Center Part 5: Playbook Writers

SaleMove

A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. Similarly, contact centers have playbooks to address customer issues and opportunities. With the expansion of self-service and the introduction of AI, the scope of the playbook needs to expand.

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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.