Sat.Mar 04, 2023 - Fri.Mar 10, 2023

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5 Tips for Customer Retention

Joe Rawlinson

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Of course, where subscription services are concerned, there’s a greater realization that keeping the customers one has is much cheaper, and theoretically, much easier, than trying to get new customers. But whatever your line of business, the basic principle applies.

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How to Address Ageism in the Workplace with Patti Temple Rocks

Russel Lolacher

In this episode of Relationships at Work, Russel chats with author, speaker and age inclusivity advocate Patti Temple Rocks on ageism in the workplace, what it look like and how to address it. A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising. She is the author of the book I’m STILL Not Done: It’s Time to Talk about Ageism in the Workplace” which was named one of INC Magazine’s 9 Books every Professional Should

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23 Inspiring Women to Watch in 2023

TechSee

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome. 1. Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team.

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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.

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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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Using Customer Feedback to Drive Company Growth with Michelle MacCarthy

ShepHyken

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.

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Free social media audit template for 2023

BirdEye

Social media is a crucial component of any company’s marketing strategy. With billions of people using social media platforms every day, it’s no wonder businesses are eager to establish a strong online presence. However, simply having a presence on social media just isn’t enough. By conducting a regular social media audit, companies can make sure they’re maximizing their social media presence.

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What Telcos Can Learn About CX From Other Industries (And The Other Way Around)

Lumoa

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.

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Guest Post: Top Tips for Companies Providing Remote Customer Service

ShepHyken

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

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Virtual Assistance: A Guide to Industries in Need

Magellan Solutions

In today’s digital world, businesses are constantly trying to stay ahead of the competition. However, keeping up with the demands of digitization can sometimes lead to a sacrifice in productivity and efficiency, particularly when employees are reliant on traditional methods. One increasingly popular solution to this problem is the employment of virtual assistants.

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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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Birdeye hits another milestone: 100,000 businesses now use its all-in-one platform

BirdEye

Digital customer experience has become one of the most critical factors in building a successful business. With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly. Enter Birdeye — a platform that makes it easy for local businesses of any size to deliver top-notch digital experiences to engage customers and grow sales.

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How to get Insights from Customer Conversations & Analytics

Lumoa

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversa

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Warner Bros. Discovery leverages research communities to identify trends and make business decisions

Alida

WBD uses panels to narrow down trends with highest potential to identify key opportunities for growth

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Complaints and Problems Are Opportunities to Show How Good You Are

ShepHyken

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers. He was so excited about what happened that he shared it with me, hoping I would share it with you. Here’s the short version of the story, followed by my commentary and the lesson we can take away from his experience.

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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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One For All: Listerhill Credit Union Provides Digital Service For All Skill Levels

SaleMove

Digital service can be alienating for those without tech skills: here’s how Listerhill Credit Union made sure theirs was intuitive and accessible for all. The post One For All: Listerhill Credit Union Provides Digital Service For All Skill Levels appeared first on Glia Blog | Digital Customer Service Explained.

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How to get Insights from Customer Conversations

Lumoa

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversa

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Do You Know Which Professional Qualities Changed Recently?

One Millimeter Mindset

I anticipate meetings with clients and colleagues differently since 2020. Why? I am discovering that your and my professional qualities changed, even if we are unwilling to acknowledge this situation. So, rather than perceiving a meeting as getting together with old friends, I set my expectations differently in 2023. I look forward to meeting strangers, friends I have yet to make.

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Customer Engagement Initiative Projects for SAP CRM and Customer Experience are open for registration until March 10, 2023

SAP Customer Experience

Take advantage by participating in one of the SAP CRM and Customer Experience projects of the first Customer Engagement Initiative cycle in 2023 and register until March 10, 2023: Analytics Vision for SAP Emarsys Customer Engagement Cross-channel use cases for Intelligent Selling Services for SAP Commerce Cloud Enterprise-level outbound data.

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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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AI and the Human Element: How to Strike a Balance in the Workplace

Doing CX Right

Brian Solis, Author, and VP of Global Innovation at Salesforce joins Stacy Sherman's DoingCXRight podcast about creating superior customer experiences by balancing AI, emerging tech & human interactions. The post AI and the Human Element: How to Strike a Balance in the Workplace appeared first on Doing CX Right.

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Creating an Action Plan For Your Customer Feedback Strategy

Lumoa

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it.

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Discover True Value of an MBA: Just a Piece of Paper or a Must Have?

Beyond Philosophy

One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in getting his MBA. He wants to know what the true value is of an MBA, and whether it is a must-have for his career. The answer depends on a few things. It might surprise you to know I don’t have an MBA.

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Why Your Chatbot Needs a CMS Integration To Enhance Business Operations

kommunicate

Last Updated on March 11, 2023 Chatbots have become an integral part of modern businesses, providing efficient and personalized customer support. This includes providing quick answers to customer inquiries, and delivering personalized recommendations based on customer preferences. However, to truly enhance the capabilities of your chatbot and provide a seamless customer experience, it is essential [.

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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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Five tips on AI prompt writing (with real world Customer Success examples)

ChurnZero

Are you interested in using AI to make your Customer Success job easier? If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results.

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99 Amazing Social Media Statistics and Facts

Brandwatch CX

It is a fact of the internet that every click, every view and every sign-up is recorded somewhere. Depending on your view, this is either very creepy or fantastically interesting. As we’re data nerds here at Brandwatch we fall firmly in the second camp. We come across all sorts of interesting stats about social media sites and users, so we’ve collated the best of them in this bumper facts list.

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Promoting health equity for women: Highlights from scientific literature

Clarivate

As the world celebrates International Women’s Day, the Institute for Scientific Information at Clarivate explores an area of disproportionate inequality for women: health equity. Today is International Women’s Day. Each year, the United Nations acknowledges International Women’s Day as a day to not only honor women, but also bring awareness to prevailing challenges faced by women and girls around the world [1].

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What Is A Service Level Agreement and How Does It Benefit Your Business?

Magellan Solutions

As a business expands, it often needs to broaden its product lines and services just to meet the increasing demands of its customers. While this may indicate positive business growth, it may also create pressure for companies to attend to other areas of the business. To address this, many companies choose to outsource administrative work to agencies.

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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.