Storyminers

SEPTEMBER 2, 2020

Loyalty 105

Loyalty Customer Experience Customers 105

ChurnZero

SEPTEMBER 4, 2020

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants.

Customer Success 87

Customer Success Engagement E-support Books 87

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?

Customer Service 52

Customer Service Omnichannel Connections Touchpoint 52

GetFeedback

AUGUST 31, 2020

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.

Omnichannel 545

Omnichannel 2020 Customer Experience Customers 545

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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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Experience Investigators by 360Connext

SEPTEMBER 2, 2020

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? And others get it so wrong because there is no consistency? The answer is a Customer Experience Mission.

Brands 214

Brands Airlines Hotels Apparel 214

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

ShepHyken

SEPTEMBER 2, 2020

What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell?

Reference 160

Reference Hotels Customer Service Training Connections 160

Alida

SEPTEMBER 1, 2020

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.

Retail 147

Retail Consumers Customer Experience Healthcare 147

Heart of the Customer

SEPTEMBER 3, 2020

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives. We’re not yet ready to share the […]. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.

Customers 117

Customers Culture Engagement Management 117

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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

One Millimeter Mindset

SEPTEMBER 3, 2020

When’s the last time you considered whether your project teams are professionally inclusive or exclusive? Probably something you assume you are doing, but may not be doing at all. Of course you look for representative expertise in a variety of professional functions you deem important to the project. However, is there an intentional, or unintentional, professional homogeneity and familiarity created in the team selection process?

Workshop 118

Workshop Leadership Innovation Presentation 118

Beyond Philosophy

AUGUST 29, 2020

5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t?

Banking 158

Banking Books Consulting Brands 158

Alida

SEPTEMBER 1, 2020

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.

Retail 130

Retail Consumers Customer Experience Healthcare 130

Talkdesk

SEPTEMBER 4, 2020

Many financial institutions have been around for over 100 years and have survived depressions, recessions and two world wars. At some point, we feel they can survive any emergency. However, the COVID-19 pandemic is forcing us to rethink how financial institutions will endure this sudden change and what the new normal will be. Accelerating the seamless digital journey.

Banking 114

Banking Contact Center Omnichannel Financial 114

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

SEPTEMBER 1, 2020

To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid either, there is much you can do to limit the impact of both. And, in the case of churn at least, by learning from what you cannot avoid you can prevent yourself from suffering any loss that will do real harm.

Net Promoter Score 107

Net Promoter Score NPS Seminar ROI 107

ShepHyken

AUGUST 31, 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. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. (Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around?

Article 110

Article 2020 Customer Service Social Media 110

Ecrion

SEPTEMBER 1, 2020

1. Automation | 2. AI to Aid Workers | 3. Cybersecurity | 4. Personalization | 5. Automated AI Development |. 6. Driverless Cars | 7. Facial Recognition | 8. AR Apps | 9. Logistics | 10. Peer-to-Peer Networks | 11. AI-Designed Content. Over the past decade, artificial intelligence has become more and more integrated into various industries. Although there are still individuals who fear that AI will replace their roles, the latest AI trends for 2020 signal a bright future for this industry. 82

2020 105

2020 Healthcare 2030 Technology 105

ProProfs Chat

SEPTEMBER 1, 2020

Did you know that around 306.4 Billion emails are sent and received worldwide every single day? By the time you finish reading this blog, around a billion emails would have been shared. . Let that sink in… . It’s without a doubt that within the last couple of decades, the ‘digital inbox’ has opened doors to improved communication. . However, there is more to sharing emails than simply hitting the send button.

Management 98

Management Information Customer Relationship Management Article 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

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning. When employees find themselves away from their regular office setting, they may feel disconcerted and demotivated. Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points.

Contact Center 109

Contact Center Engagement Call Center Culture 109

ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. They have experienced higher levels of success despite the challenges presented during the crisis.

Omnichannel 98

Omnichannel Travel 2022 Innovation 98

Ecrion

SEPTEMBER 3, 2020

How to Boost Digital Customer Engagement | Measuring Digital Customer Engagement. It’s 2020 and we are living in the digital age. Is your company up to speed? 70% of businesses have a digital transformation plan in place. If you’re not one of them, you’re behind the times. Customer engagement has always been a key element of any business marketing strategy.

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! Product roadmaps are an essential aspect of product planning & strategizing.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

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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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ReviewTrackers

SEPTEMBER 1, 2020

Facts and Figures About Yelp. Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations.

Advertising 81

Advertising 2004 2018 Automotive 81

Russel Lolacher

SEPTEMBER 3, 2020

With the demand to produce so much content, think about repurposing the hard work you’ve already done to better reach your customers. 10x is a common term that seems to have a few different definitions. Rand Fishkin from Moz coined the term “10x content” in relation to “content that is 10 times better than the best result that can currently be found in the search results for a given keyword phrase or topic.

Transportation 123

Transportation Social Media Definition Blog 123

Vanilla Forums

SEPTEMBER 1, 2020

To remain a top choice for your customers, you need to be informed. You need to know what your customers want (and don't want!) and use this information to ensure that you're creating the best customer experience possible. To help you understand the needs and attitudes of your customers, we've conducted some research on the importance of customer self-service support , and have explored the role that it plays in shaping buying decisions.

2020 120

2020 Customers Information Customer Experience 120

Integrity Solutions

SEPTEMBER 1, 2020

With people working remotely and dealing with professional and personal stresses alike, leaders are recognizing the value of collaborative learning. Investing in the workforce and keeping people engaged and growing is an effective way to walk the talk of those repeated value statement phrases about people being a company’s most important asset. by Steve Schmidt.

E-support 115

E-support Sales Engagement Events 115

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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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