GetFeedback

JANUARY 31, 2021

Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them.

Metrics 195

Metrics Measurement 195

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%.

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2021 Telecommunications 2025 Average Handle Time 107

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. If loyalty and retention are not the same, how they are inextricably connected?

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Loyalty Net Promoter Score Airlines Hotels 98

ShepHyken

FEBRUARY 1, 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. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.

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2021 Article Customer Service Rewards Programs 150

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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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Steve DiGioia

FEBRUARY 1, 2021

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups

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Daniel Group

FEBRUARY 5, 2021

Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers. And that obviously affects every piece and portion of our business. So, over the last few years, customer experience has taken more of a front seat with Butler. ” Transcript.

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ShepHyken

FEBRUARY 3, 2021

Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives.

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Customer Service Training Books Management Information 157

The DiJulius Group

FEBRUARY 3, 2021

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story People with the Strongest Relationships are the Most Happy When you have the ability to make an instant connection, get people to instantly like you, make them feel comfortable, and fully develop relationships of all kinds, you are likely to have. Read Full Article. The post People with the Strongest Relationships are the Most Happy appeared first on The DiJulius Group.

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Article Connections Customer Service Customers 105

SaleMove

FEBRUARY 1, 2021

It’s a simple question. Innocuous, really. Asked in all sincerity, and with all the best intentions. But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word: “How may I help you?”. How could that possibly be harmful? It’s the question that initiates virtually every live customer interaction, and it has for years.

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Definition Interaction Blog Customer Service 98

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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

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account mana

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Customer Success Webinar 2020 NPS 104

ShepHyken

FEBRUARY 5, 2021

This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.

Customer Experience 110

Customer Experience B2B Travel Article 110

SurveySparrow

FEBRUARY 2, 2021

“Oh, I can’t believe I have to work today as well.” “If only there were no concept of bills, I’d leave this job in a heartbeat.” “I never thought I would grow up to be someone who would dread hitting the bed on a Sunday evening” Many of us have heard different versions of these statements, either mouthed by us or by some of our friends. .

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Culture Wireless Entertainment Fashion 98

Advantage Communications

FEBRUARY 2, 2021

The digital world has changed everything when it comes to the customer experience. Constant connectivity, the ability to research any question and improved access to a huge amount of information are all aspects that have fundamentally changed how consumers perceive brands.

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Consumers Connections Customers Brands 98

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

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Develop an action plan.

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Customer Success Document Measurement Customers 127

Vanilla Forums

FEBRUARY 3, 2021

When we talk about loyalty, it’s likely that the first thing that manifests in your mind is expectations. Loyalty is something that you expect from your significant other, your employees, your partners, and definitely, your customers. The concept of “one good customer will bring you ten more customers” is still very much relevant today. The foundation of brand loyalty depends on it.

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Loyalty Programs Loyalty Definition Customers 94

Talkdesk

FEBRUARY 5, 2021

5 key themes from retail’s virtual “Big Show”. Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. The National Retail Federation’s (NRF) “Retail Big Show” is traditionally held each January at the Javits Center in New York City, but this year, fittingly, has been split into separate digital and brick-and-mortar chapters.

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Daniel Group

FEBRUARY 3, 2021

It’s time to Blend CX and Marketing. Are you ready to blend your CX and Marketing plans for 2021? It is time to link the two for business success and happy customers! As you may know, CX continues to gain influence over price as a differentiator. Studies show that 86% of customers will pay more for better CX ( Smart Insights ). In my recent blog, Why CX and Marketing Go Together—Now , I outline the benefits of combining these efforts for your business.

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Marketing 2021 Reference B2B 115

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

One Millimeter Mindset

FEBRUARY 4, 2021

Do you understand how to leverage the anatomy of No to move projects forward? Are you making things happen, together, or not? Typically you and I encounter that word as a stall tactic. For starters, when decisions need to be made, naysayers seem to crawl out of the virtual workplace woodwork. They voice their opinions at the most critical times to project momentum, don’t they?

Leadership 81

Leadership Workshop Innovation Consulting 81

CSM Magazine

FEBRUARY 2, 2021

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. EVO Payments International GmbH, trading as BOI Payment Acceptance, provides acquirer services including payment terminals and online payment services, including payment gateway, virtual terminal and other products, which are designed to make electronic payment acceptance easier for me

Banking 78

Banking Document Engagement Interaction 78

Talkdesk

FEBRUARY 4, 2021

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. According to Gartner, 82% of companies will allow employees to work remotely at least some of the time, while nearly 50% of companies plan to make remote work permanent.

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Metrics Technology Contact Center Customer Experience 87

MyCustomer

FEBRUARY 5, 2021

Loyalty Bust these 3 barriers - or fail to drive CX change.

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Loyalty 105

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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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Steve DiGioia

FEBRUARY 4, 2021

Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.

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Blog Brands Customer Experience Customers 78

CSM Magazine

FEBRUARY 2, 2021

Getting your customers to see you as the only one that provides a solution to their problem involves everything you do—and everything you choose not to do. It communicates the value and character of your brand. The message you send when you handle phone conversations, when you send email messages, the way you conduct business in a meeting, the way you handle complaints, the convenience you offer and the relationship you cultivate with your customers… it’s all part the of message you

Brands 76

Brands Banking Travel Customers 76

ppt solutions

FEBRUARY 5, 2021

TULSA, OKLAHOMA, February 5, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today it has been recognized by the 2021 Stevie Awards® as: Call Center Consulting Practice of the YearCustomer Service Solutions Technology Partner of. The post PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year appeared first o

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Call Center Consulting Technology 2021 76

BirdEye

FEBRUARY 5, 2021

Your team members are busy delighting customers – they probably don’t have the time to collect customer feedback. Luckily, there’s no need to add more work to their already busy schedules. By integrating Birdeye with your existing business software, you can make sure that our platform automatically sends review and referral requests while your employees are off doing the human work.

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Feedback Customer Experience Management Management Customer Experience 98

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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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