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 77

Innovation Leadership Insights Marketing 77

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

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

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

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

GetFeedback

JULY 21, 2020

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

Engagement 195

Engagement 195

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

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 161

Definition Poor Customer Service Customer Service Training Sales 161

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

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

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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.

Customers

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

NetBase

JULY 20, 2020

Our social media analytics guide offers brands and businesses an abundance of insights to apply in all areas of operations. Usually brands get a bit turned around when initially exploring these options, as keeping tabs on which tools to use and how to use them is time consuming! We’re here to help! We’ve updated our Social Media Analytics Guide for 2020, to keep you in-the-know on the tools, metrics, and skills necessary to compete in an increasingly global arena.

Social Media 96

Social Media Consumers Metrics Brands 96

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

Contact Center

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

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

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

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

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

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Customer Journey