Stella Connect
NOVEMBER 2, 2021
Black Friday is approaching fast. It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. Everything you’ve done so far this year has prepared the customer service team for what’s on the horizon.
Call Experts
NOVEMBER 4, 2021
Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. As more companies are using internet presence to handle support , the world of outsourced customer service is becoming more popular.
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The DiJulius Group
NOVEMBER 2, 2021
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right. Are your team members trained and equipped to handle challenging customer. Read Full Article.
Experience Investigators by 360Connext
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a Customer Persona?
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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.
ShepHyken
NOVEMBER 3, 2021
One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix. But what happens when it becomes a trend? With that in mind, here’s his question, followed by my answer and comments.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kustomer
NOVEMBER 4, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier. Jarvis shares his secrets to creating the perfect experience for his customers through mapping personas and using the right technology to supplement his team’s effo
Daniel Group
NOVEMBER 4, 2021
Joy, Research Analyst, The Daniel Group. Joy, long-time Research Analyst at The Daniel Group, discusses the power of conversation and how The Daniel Group surveys invite engagement. Complete transcript. “Yes, Bob. Well, we certainly appreciate the feedback. Oh, you’re welcome. Have a great rest of your day.”. Hi, I’m Joy, a research analyst here at the Daniel Group.
SurveyGizmo
NOVEMBER 4, 2021
This is part 1 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. COVID killed brand loyalty. How will we bring the mojo back in 2022? Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. This includes trying new brands, new retailers, and new generics.
Stella Connect
NOVEMBER 4, 2021
Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. As they’re the frontline team members interacting with customers regularly, it can be challenging and, frankly, exhausting for agents to maintain the level of service that your brand aims to provide.
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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
Kustomer
NOVEMBER 1, 2021
Have you noticed? Podcasts seem to be everywhere. According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. If you haven’t yet braved the podcast world, likely at the very least you’ve come across the podcast app on your smart device. Launching that app is a true gateway into a world of knowledge, industry-specific information and entertainment.To that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy.
Lumoa
OCTOBER 31, 2021
Forsta Partners with Lumoa to Deliver Powerful, AI-Driven Analytics To CX, EX and Market Research Professional Partnership will streamline open-ended feedback using artificial intelligence to drive better-informed decisions NEW YORK and LONDON and OSLO, Norway, 1st of November, 2021 – Forsta , the leading Customer Experience and Research Technology company created earlier this year by the merger of Confirmit, FocusVision and Dapresy, is announcing its partnership with Lumoa , an AI-po
SurveyGizmo
NOVEMBER 5, 2021
This is part 3 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. CX Lags Behind. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft.
Michel Falcon Experience
NOVEMBER 5, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. … The post #12: Why the Best Marketing is Bad Customer Service appeared first on.
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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Kustomer
NOVEMBER 3, 2021
In an era where information is generated, circulated, and shared at a dizzying rate, the need for businesses to find an exceptional way to manage and impart information has never been more important. As our world gets faster, the expectations of the customer climb higher. The need for swift, comprehensive yet personal attention is paramount to today’s culture of commerce.
Upstream Works
NOVEMBER 4, 2021
When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. A transformational approach is needed, making omnichannel a top priority for IT decision makers.
One Millimeter Mindset
NOVEMBER 3, 2021
Clients have a voice and a choice regarding whom they do business with, initially and on an ongoing basis. Obviously, the goal is for clients to initially elect you as their go-to professional resource to serve their needs. However, will they subsequently re-elect you to serve them in the post-pandemic business ecosystem? First, the pandemic created opportunities for suppliers and consultants like you to step up and serve clients in non-traditional ways.
ProProfs Chat
OCTOBER 30, 2021
74% of people are likely to return to a website if it is mobile optimized. 40% of people abandon a website that takes more than 3 seconds to load. User experience (UX) can make or break a brand identity. Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. In fact, companies can detect 85% of UX-related issues just by performing a usability test on a group of five users.
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
Kustomer
NOVEMBER 1, 2021
In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert, to discuss digital customer service. Paolo has plenty of experience working with the integration of digital channels, as well as with hiring and training digital customer service assistants. . Paolo emphasizes the importance of leveraging conversations via social media, live chat and instant messaging apps for various industries, to build customer relationships.
Eptica
NOVEMBER 4, 2021
Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.
Beyond Philosophy
NOVEMBER 4, 2021
Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we discuss. I thought I would share a recent one we had come in here with you because many of you readers might have the same problem.
Feedbackly
NOVEMBER 1, 2021
If you are engaged in the automotive industry and are looking for resources that would help you optimize the customer experience in your business,
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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,
ShepHyken
NOVEMBER 1, 2021
Each week I read many 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 Service Is Free by Seth Godin. (Seth’s Blog) Customer service is expensive. But all of that expense–it’s the cheapest way to spread the word about what you do.
Totango
NOVEMBER 5, 2021
What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e
Zeisler Consulting
NOVEMBER 3, 2021
One of the roles we, as CX professionals, play, is that of change agents. I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; that of the Customer. In fact, a Process Engineer who used to work for me would say all the time that we need to ‘take off our corporate hat and put on our Customer hat.
Playvox
NOVEMBER 2, 2021
News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and buying habits as we close out 2021?
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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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