CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s adva

White Paper 243

White Paper Social Media Feedback 2019 243

Experience Investigators by 360Connext

JANUARY 21, 2020

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” The idea behind a true Voice of the Customer program is to consistently, reliably and intentionally gather customer feedback.

Net Promoter Score 225

Net Promoter Score Contact Center NPS Metrics 225

GetFeedback

JANUARY 21, 2020

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes. The idea of AI holds a lot of promises such as savings in cost and time for businesses as well as supporting skilled professionals by effectively executing the mundane routine tasks. Artificial Intelligence has already been making an impression on the business industry with data collection for marketing and changing how people interreact with IT.

E Commerce 195

E Commerce E-support Entertainment Customer Service Representative 195

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. The Gold, Silver, and Bronze Stevie placements from among the Finalists will be revealed during a gala banquet on Friday, February 28 at Caesars Palace in Las Vegas, Nevada.

2020 156

2020 Customer Service Insurance 2017 156

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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.

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CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment. Today, there is good news and bad news about VoC.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

GetFeedback

JANUARY 21, 2020

Artificial Intelligence (AI) can be a powerful tool for delivering great customer experience (CX). Here are 4 ways you should apply AI in your CX program.

Customer Experience 195

Customer Experience Customers Article 195

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. The eCommerce boom has resulted in lots of competition. Businesses need to rise to the challenge to stay relevant. This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business.

2013 159

2013 Feedback Sales Social Media 159

TechSee

JANUARY 21, 2020

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. In fact, the latest research shows that small-sized call centers (less than 50 seats) have an annual turnover rate of 17%, medium-sized contact centers witness a 37% attrition rate and large-sized operations lose 44% of their reps per year.

Contact Center 124

Contact Center Call Center Poor Customer Service Customer Service Representative 124

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. . We discussed this problem in a recent podcast.

Return on Investment 178

Return on Investment Customer Experience Professionals Leadership Consulting 178

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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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ShepHyken

JANUARY 21, 2020

Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine. Top Takeaways: The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable com

Reference 135

Reference Books Events Interaction 135

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Published on: January 24, 2020. Author: Tom Walmsley - Business Development Manager With the continued rise of customer experience programs often championed at the board-level, we see many companies investing heavily in the key battleground of increasing Customer satisfaction and loyalty.

2019 106

2019 2020 Customer Satisfaction Social Media 106

Totango

JANUARY 23, 2020

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Some churn is inevitable no matter what business model you employ, but it does not just occur randomly. Think of churn like a risk that can be negotiated like any other. .

Management 105

Management B2B Seminar ROI 105

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 157

Leadership Consulting Presentation Sports 157

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

ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business.

Customer Service 126

Customer Service Retail Culture Engagement 126

Customers That Stick

JANUARY 23, 2020

In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting. Check out the video below to hear Adam’s one win that you can take away from 501 Ways to Roll Out the Red Carpet for Your Customers to improve your organization’s customer experience and customer service. About 501 Ways to Roll Out the Red Carpet for Your Customers.

Books 103

Books Entertainment Healthcare Banking 103

ProProfs Chat

JANUARY 24, 2020

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? Would you say: Product/service reviews? Research? . Competitor Prices? What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think? Let’s say a friend buys something you absolutely adore, and you ask them where they got it from.

Marketing 103

Marketing Social Media E Commerce ROI 103

Beyond Philosophy

JANUARY 24, 2020

The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think. If you take a look at the words in the name, you probably imagine it means embellished markdowns.

Insurance 131

Insurance Consulting Loyalty Customer Experience 131

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

ShepHyken

JANUARY 22, 2020

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name. I’ve learned a lot over the years by attending his workshops and coaching sessions. He recently released a book that included many of his quotable words of wisdom.

Customer Service Training 140

Customer Service Training Workshop Books Customer Service 140

Heart of the Customer

JANUARY 22, 2020

SEATTLE, Jan. 22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys. The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four […].

Innovation 88

Innovation ROI 2020 Customer Journey 88

Michel Falcon Experience

JANUARY 23, 2020

BREAKING IT DOWN EPISODE 2 FT. Sunny Verma the CEO of TutorBright. In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. I HAVE NOT BEEN PREPPED. What does this mean? My answers and solutions are honest, authentic and TRUE.

Culture 78

Culture Books Measurement Engagement 78

Beyond Philosophy

JANUARY 21, 2020

How AI will Change CX for the Future. Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs. Improving your Customer Experience to foster customer loyalty is often an expense that senior management can get behind.

Loyalty 120

Loyalty Connections Consulting Customer Experience 120

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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,

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One Millimeter Mindset

JANUARY 23, 2020

Creating and implementing an HR storytelling diversity and inclusion strategy is mission-critical. Especially for employee and client retention: Today, Tomorrow and in the Future. First, because Today’s Internet of Things (IoT), Fourth Industrial Revolution workplaces are extremely complex. Next, these workplaces are a dynamic intersection of people, processes, software and hardware.

Leadership 97

Leadership Communication Connections Employee Experience 97

ProProfs Chat

JANUARY 23, 2020

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on. . But, there is more to it than just “profits” and many companies fail to see the effort they need to put in to get good customer value. Companies need to give their all when it comes to customer acquisition and retention to make sure the company maximizes customer value. .

Net Promoter Score 96

Net Promoter Score Measurement Financial Customers 96

Michel Falcon Experience

JANUARY 20, 2020

The internet era has HURT customer service. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” Are you interested in improving your company culture, employee engagement, and customer experience? Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Culture Books Engagement 78

Customers That Stick

JANUARY 24, 2020

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with. Past that, if you’re trying to get into customer service, I’ll give you one tip. Show that you have a focus on customers and what that means. Show that you believe in the importance of customer service and that — and here’s a keyword that should score you points — that you believe customer

Customer Service 120

Customer Service Books Customers Blog 120

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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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