C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer!

Innovation 78

Innovation Leadership Insights Marketing 78

Experience Investigators by 360Connext

JULY 21, 2020

Customers 232

Customers 232

Alida

JULY 23, 2020

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 208

Retail Customers Customer Success Engagement 208

GetFeedback

JULY 19, 2020

Three ways for CX and Product teams to work better together in optimizing the customer experience.

Customer Experience 432

Customer Experience Customers Article 432

Advertisement

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

Second to None

JULY 22, 2020

Overwhelming customer volume, lingering out-of-stocks, and having to adjust to in-store social distancing practices for the sake of employees and customers. It comes as no surprise that contactless ordering and pickup/delivery are gaining traction. Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

ShepHyken

JULY 22, 2020

These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.

Definition 166

Definition Poor Customer Service Customer Service Training Sales 166

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Engagement 195

Engagement 195

Alida

JULY 23, 2020

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 130

Retail Customers Customer Success Engagement 130

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

Advertisement

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

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.

Contact Center 136

Contact Center Reference Customer Centricity Connections 136

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Engagement 195

Engagement 195

Ecrion

JULY 23, 2020

1. Offer Discounts | 2. Customer Account Creation | 3. Email Marketing | 4. Personalize your Messages |. 5. Stellar Customer Service | 6. Establish a Loyalty Program | 7. Stay in Touch | 8. Solve Problems Quickly. Many brands place a heavy emphasis on customer acquisition in order to increase their sales numbers. But, customer retention is something just as important.

Customer Retention 102

Customer Retention Loyalty Programs Loyalty Social Media 102

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. It’s about people sharing their lives with others they know – or get to know – based on common interests. And it’s a place for brands to observe these interactions and connect with consumers. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones.

Social Media 104

Social Media Net Promoter Score Consumers Brands 104

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

Oracle

JULY 24, 2020

Virtual gaming has created an entirely new digital marketing frontier for advertisers to engage with customers. Be they mobile games, homesteading apps, massive multiplayer online roleplaying games, or virtual reality experience, the virtual real estate associated with online worlds keeps expanding. The gaming industry, in fact, generated $120 billion of revenue in 2019, a number that looks to keep rising.

Marketing 106

Marketing Sports Advertising 2019 106

Talkdesk

JULY 23, 2020

There’s an ancient proverb that reads, “If you want happiness for a lifetime, help someone else.” The world’s greatest thinkers, for centuries, have agreed that, at its core, happiness comes from helping other people, and we see evidence of this everywhere today, even in the smallest ways. . In my role as CEO of Talkdesk, I have the opportunity to speak with and hear from hundreds of customers and agents each year.

Innovation 99

Innovation Customer Success Customers Loyalty 99

Optimove

JULY 23, 2020

Back in April, during the first wave of coronavirus, we analyzed new versus existing customer behaviors and trends across various retail verticals. It was one of many #MarketingAmidCorona items we published, which readers are greatly engaged with. That April study focused specifically on consumers’ behavioral patterns at the start of the coronavirus outbreak and went well into the first wave.

Consumers 98

Consumers E Commerce 2019 Fashion 98

Team Support

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

Net Promoter Score 98

Net Promoter Score B2B Customer Satisfaction Download 98

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

JULY 23, 2020

If you are not invested in your own professional story, why continue to urge others to invest in your story? There just may be a disconnect of belief between what you say you do and who you really are. You see it, I see it, we all see it. Taglines and keywords in LinkedIn profiles and professional resumes. Positioning professionals one way this week.

Workshop 96

Workshop Connections Communication Customer Retention 96

Beyond the Arc

JULY 24, 2020

Is your approach to customer support optimized for today's mobile-first customer service world? Ever-present smartphones enable companies to leverage geo-location, edge computing, AI, and other technologies to provide assistance that is precisely tailored to each customer's needs and current context. Do you have an innovation strategy to take advantage of these capabilities?

Customer Service 88

Customer Service Innovation Presentation Blog 88

UJET

JULY 21, 2020

Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. But how can you give feedback to agents in the best way possible?

Feedback 120

Feedback Metrics Customer Satisfaction Presentation 120

Zeisler Consulting

JULY 21, 2020

I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives I’ve been part of PM teams and Process Improvement teams. Having to justify our existence is something I’ve had lots of experience doing.

ROI 72

ROI Return on Investment NPS Leadership 72

Advertisement

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.

2024

NetBase

JULY 20, 2020

The new normal finds consumers showing erratic behavior when choosing where to spend their money. Maintaining brand loyalty seems to be a thing of the past as consumers are likely to jump ship during a crisis. Here’s what you can do about that! Consumer devotion has become much more supply dependent than any other loyalty measure. And, concerningly, consumers are likely to stick with the new brand they find.

Consumers 75

Consumers Automotive Social Media Loyalty 75

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Published on: July 22, 2020. Author: Anne-Merete Jensen - Senior Business Consultant As we move out of nationwide lockdowns, businesses must be ready and able to meet changing customer needs.

Customer Service 71

Customer Service Social Media 2020 Consumers 71

Oracle

JULY 20, 2020

Just like the variety of flavors to choose from at an ice cream shop, sales jobs are widely diverse. While your career path in sales may vary, Sami Halabi, Social and Sales Enablement Manager at Oracle, states one timeless sales principl e to live by, “Good salespeople focus on being good salespeople. Exceptional salespeople focus on being good people.” Looking to get started with a career in sales but not sure where to begin?

Sales 82

Sales Sports 2020 Retail 82

NICE inContact

JULY 23, 2020

Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis.

Call Center 70

Call Center Customer Experience Presentation Customers 70

Advertisement

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.

White Paper