MyCustomer

JUNE 3, 2021

Engagement What would you say if asked "Is CX worth it?

Customer Experience 82

Customer Experience Engagement Customers 82

Team Support

JUNE 1, 2021

People do business with people they like. That’s about the oldest known business strategy! And it still holds true today, particularly in B2B environments, although it may look a little different today than it did back when (quarterly business reviews over a Zoom call versus a two-martini lunch, for example). Just as any relationship takes time to build, developing a trust with your customers that feels almost like a friendship will take time as well.

B2B 59

B2B Webinar Touchpoint Customer Relationships 59

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.

Customer Insights 70

Customer Insights Insights Touchpoint Metrics 70

Alida

MAY 31, 2021

As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is. There are over 100 vendors that offer CX services, including Alida.

Marketing 245

Marketing Feedback 2020 Management 245

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

GetFeedback

MAY 31, 2021

Actionable insight to uplevel how you listen to customers, understand their needs, and take action to improve the customer experience.

Insights 195

Insights Customer Experience Customers 195

TechSee

JUNE 1, 2021

The gig economy is exploding, spawned by well-known apps such as Fiverr , TaskRabbit , Thumbtack , and Upwork that serve as digital marketplaces where an independent worker can be hired for a short-term project or task on-demand, also known as a gig. What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis.

Customer Service 109

Customer Service 2027 2022 Consulting 109

C3Centricity

JUNE 2, 2021

We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.

B2B 80

B2B B2C Consumers Brands 80

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your use of technology and tools for optimizing the customer experience.

Technology 221

Technology Insights Customer Experience Customers 221

ShepHyken

MAY 31, 2021

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. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands li

Article 135

Article E Commerce 2021 Customer Service 135

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

UJET

JUNE 4, 2021

Ready to modernize your own contact center? Get the jump on your competitors by downloading our free Digital Transformation Roadmap. The concept of digital transformation isn’t new. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

One Millimeter Mindset

JUNE 2, 2021

Are you perceived as being too easy to work with? Think about it. Yes, you focus on being a team player. And you always try to do “whatever it takes” to acquire and/or serve colleagues and customers. Yet colleagues and clients just do not take you as seriously as you wish to be regarded (and respected). Why? In your quest to be regarded as easy to work, you can fall into these two professional pitfalls.

Leadership 116

Leadership Innovation Consulting Events 116

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program.

Leadership 195

Leadership Insights Customer Experience Customers 195

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. However, this decrease in spending did not affect all retailers equally.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Help Scout

JUNE 3, 2021

Every time I need to buy a pair of jeans, I trick myself into thinking it’ll be an easy process. I’m sure I can simply order from the last place I bought them or just check a few stores. Inevitably, the place I ordered from last time changed something about the fit or material, and the in-store options are lacking. I end up making a bunch of trips, printing out shipping labels like it’s a part-time job, and still have no denim to show for the trouble.

Demo 105

Demo Presentation Measurement Sales 105

Comm100

MAY 31, 2021

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. But it’s completely worth the effort. A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence. 1.Set measurable and cl

Net Promoter Score 98

Net Promoter Score Average Handle Time Customer Satisfaction Metrics 98

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your customer experience strategy approach.

Customer Experience 221

Customer Experience Customers Insights 221

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. This is actually good for everyone.

Retail 138

Retail Books Advertising Customer Service Training 138

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

SurveyGizmo

JUNE 3, 2021

One of the things that makes Alchemer a powerful online survey and research platform is the sheer number of question types you have access to as a user. This flexibility also allows you to add different question types to any survey, so you don’t have to choose between quantitative and qualitative questions in your survey. You can have both. If you’re unsure of the difference between quantitative and qualitative, read the article, Does your Consumer Survey Data Paint The Whole Picture

Net Promoter Score 98

Net Promoter Score Measurement Article Consumers 98

ChurnZero

JUNE 2, 2021

During 2020, we saw several major events cause businesses to adapt to new conditions and adopt additional capabilities to not only defend against economic pressures but also to take advantage of opportunities. How does your company stack up to its peers in this regard? SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey.

B2B 98

B2B Webinar 2004 2020 98

Advantage Communications

JUNE 1, 2021

Outsourcing your customer service program is appealing for a number of reasons. It can save your business money, dramatically improve your customer experience, build more loyal customers and help you design a better customer care strategy.

Contact Center 96

Contact Center Customer Care Customer Service Customer Experience 96

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides.

Management 85

Management Customer Care Customer Satisfaction Interaction 85

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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Cyara

JUNE 3, 2021

“To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system. This customer service solution has been around for decades — first as pre-recordings now typically as software — and it can help with everything from reducing agent call loads to cutting costs.

Interaction 111

Interaction Customer Service Management Customers 111

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

Customer Engagement 62

Customer Engagement Engagement B2C Customer Journey Mapping 62

Interactions

JUNE 3, 2021

Agents and automation both play an important role in customer experience. Automation can support many functions of customer experience– both directly and indirectly assisting customers. An example of automation directly supporting customers is with virtual agents. These applications are customer-facing and offer self-service options for customers to complete tasks on their own.

Virtual Agent 62

Virtual Agent Customer Service Strategies Interaction Information 62

Heart of the Customer

JUNE 2, 2021

If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What do you mean?” Or they only mentioned survey data. But […]. The post Are Your “Averages” Obscuring Your CX Opportunities?

ROI 88

ROI Metrics NPS Customers 88

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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