C3Centricity

OCTOBER 22, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.

Retail 88

Retail Advertising Download Technology 88

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.

Net Promoter Score 72

Net Promoter Score Metrics Customers Feedback 72

Heart of the Customer

OCTOBER 23, 2020

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers. But if you’ve ever worked within a B2B company, you […].

Management 97

Management B2B Communication Customers 97

Feedbackly

OCTOBER 21, 2020

In today’s customer-centric business world, prioritizing customers’ perceptions of your business has become more important than ever. The good news is that an increasing. Source.

Measurement 84

Measurement Customer Centricity Customers Insights 84

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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.

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ShepHyken

OCTOBER 23, 2020

This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore. Two hundred years ago, buyers purchased all types of items – food, clothing, furniture – from vendors they knew and trusted.

Interaction 98

Interaction Article Customers Technology 98

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear and concise: stay operational and deliver on our KPIs while keeping our people safe.

Contact Center 156

Contact Center Virtual Agent 2021 Engagement 156

Beyond Philosophy

OCTOBER 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.

Document 114

Document Insurance Connections Consulting 114

ShepHyken

OCTOBER 21, 2020

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. Realize that others in your industry are probably asking themselves the same question.

B2C 157

B2C Customer Service Training B2B Leadership 157

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like?

Engagement 116

Engagement Net Promoter Score Metrics Customer Satisfaction 116

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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

Zeisler Consulting

OCTOBER 22, 2020

I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re like me, and work in CX, you may have wondered, What, exactly, is , Customer Success? From a CX perspective, it may be useful to understand how these roles and their responsibilities differ from ours.

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Customer Success Customer Centricity Culture Customers 93

Kustomer

OCTOBER 19, 2020

Brands on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer omnichannel CRM platform. New York, NY – October 19, 2020 – Kustomer , the modern customer experience CRM, today announces its integration with Instagram Messaging. Brands can now engage with followers, connect influencer-driven conversations to company experts, and resolve issues quickly, allowing businesses to take advantage of rapid growth in

E Commerce 105

E Commerce Customer Service Omnichannel E-support 105

Talkdesk

OCTOBER 21, 2020

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again. Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider.

Contact Center 107

Contact Center Call Center Customer Experience Customer Service 107

Ecrion

OCTOBER 21, 2020

Customer engagement and customer experience are regarded as cornerstones of business development. However, there is a lot of confusion between the meaning of each terms, and even though they are often used as synonyms, customer experience is different from customer engagement. Take a look at the infographic below and find out how! Customer Engagement vs Customer Experience.

Customer Engagement 105

Customer Engagement Engagement Customer Experience Customers 105

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

Inbenta

OCTOBER 20, 2020

In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue? And what are the benefits of automating the management of your customer interactions? Definition of customer interactions management.

Interaction 98

Interaction Social Media ROI Reference 98

Kate Nasser

OCTOBER 18, 2020

Rediscover respect to unleash your true potential in leading morale, serving customers, & relationships. Kate Nasser The People Skills Coach™. The post Rediscover Respect The Hugely Underused Emotion | #LeadMorale appeared first on KateNasser.com.

Sales 105

Sales Customers Communication Engagement 105

UJET

OCTOBER 22, 2020

Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. Improving the customer experience isn’t just a product of your agents having everything in one dashboard; it’s customers transitioning from chatting with your agent to speaking with them over the phone—witho

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.

Measurement 87

Measurement Customer Experience Net Promoter Score Effort Score 87

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

Ecrion

OCTOBER 20, 2020

1. Practice Positivity | 2. Be Patient | 3. Keep Things Simple | 4. Actively Listen |. 5. Remain Composed | 6. Be Confident. Customer service is the heart of any successful business. It ensures that your customers have an excellent experience every time they come into contact with someone that works within your company. Even the best companies find themselves needing to improve in the customer service department every now and then.

Customer Service 98

Customer Service Document Customers Information 98

CSM Magazine

OCTOBER 19, 2020

With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today. The transition from physical stores to eCommerce was happening at a vigorous pace before the COVID-19 crisis. The pandemic has transformed the choice to shop online into a necessity for many shoppers.

2020 98

2020 Social Media 2003 Customer Service Strategies 98

Team Support

OCTOBER 21, 2020

This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3 , now concludes with Part 4 where we review more solution tools to empower customer support teams.

B2B 98

B2B Interaction Customers Technology 98

ShepHyken

OCTOBER 19, 2020

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. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark. (CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insig

Article 81

Article 2020 Customer Service Voice of Customer 81

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UJET

OCTOBER 22, 2020

Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. Improving the customer experience isn’t just a product of your agents having everything in one dashboard; it’s customers transitioning from chatting with your agent to speaking with them over the phone—witho

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

Kustomer

OCTOBER 22, 2020

On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process. Attendees were able to gather insights from the brightest minds in the CX space, hearing perspectives from those that are not often heard from, and networking with their peers.

Sports 74

Sports 2021 2020 Loyalty 74

NICE inContact

OCTOBER 21, 2020

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

Call Center 102

Call Center Sales Technology Customer Service 102

Doing CX Right

OCTOBER 20, 2020

Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place. Consider coffee, for example. Customers, including me, spend triple the price at Starbucks compared to other local coffee shops.

Voice of Customer 69

Voice of Customer Feedback Customer Centricity Reference 69

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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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