Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.

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Leadership Customer Experience 2020 Customers 305

Heart of the Customer

DECEMBER 12, 2020

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. (Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!) At Heart of […]. The post What Can the CX Tech Stack Do for You?

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Technology Customer Focused ROI Customers 151

inSided

DECEMBER 16, 2020

2020 has been a year filled with unique circumstances. While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe.

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2021 Customer Success 2020 Customers 59

GetFeedback

DECEMBER 16, 2020

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.

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2021 Customer Experience Customers Article 459

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

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Experience Investigators by 360Connext

DECEMBER 15, 2020

Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.

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Customer Experience 2020 Brands Customer Journey 190

BlueOcean

DECEMBER 17, 2020

A Case Study in Strategic Partnership. We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. We enjoy the freedom they grant us in being able to creatively take on new challenges and goals. Read on to discover how we: Achieved a 96% success rate of a two-hour delivery window.

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2020 Download Customer Success Technology 156

TechSee

DECEMBER 16, 2020

Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a

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Net Promoter Score Contact Center Average Handle Time NPS 109

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

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ShepHyken

DECEMBER 14, 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. The 6 Top Customer Experience Trends in 2021 by Julien Rio. (CXM) The digital transformation of companies accelerated significantly in 2020.

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2020 Article Customer Service 2021 111

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The DiJulius Group

DECEMBER 16, 2020

The results are in! The DiJulius Group top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2020 How to Make 2021 Your Greatest Year by Weaponizing Adversity The Incredible Opportunities Out of the Coronavirus Crisis in Your Personal. Read Full Article. The post The Best Customer Experience Content from 2020 appeared first on The DiJulius Group.

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2020 Customer Experience 2021 Blog 105

CSM Magazine

DECEMBER 17, 2020

Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. I’ve made literally thousands of calls over the years and – since I pay particular attention to customer communication – I’ve created a list of Top 10 Telephone Turnoffs.

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Seminar Books Article Customer Service 98

Talkdesk

DECEMBER 18, 2020

A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season.

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Retail Apparel 2020 Touchpoint 106

One Millimeter Mindset

DECEMBER 17, 2020

Who are the business case heroes and heroines you leverage when working with colleagues and clients? Consider that every business case you create includes a cast of characters you either include or exclude. Possibly because you never even considered these people as part of your story. Or, if there is going to be a hero or heroine, and it is not your products or services, then, voila!

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Innovation 2021 Leadership Presentation 98

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Hero Digital

DECEMBER 16, 2020

Whether it’s designing the first habitats for colonizing Mars or solving more down-to-earth problems like pollution and poverty, the future abounds with unlimited potential for humanity. Current students studying the STEAM (science, technology, engineering, arts, and math) disciplines will be the ones to harness that potential. It’s vitally important that students from all backgrounds participate, including girls, students of color, and youth from low-income communities.

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ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp is a leading provider of professionally developed pre-employment screening. Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.).

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Customer Success Customers Metrics B2B 98

Strikedeck

DECEMBER 18, 2020

Vincent Manlapaz, in an interview with Steve McDougal as he shares his insights on why relationships are won or lost during key moments.

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Customer Success Brands Customers Insights 98

ProProfs Chat

DECEMBER 16, 2020

Changing shopping trends are likely to reshape this 2020 holiday season. 71% of Americans claimed in early August that their holiday traditions will change by up to 10 points. This impacts the way consumers will spend, travel, shop, and celebrate this season. And it is this change in the consumer behavior landscape that will pose a challenge for all the brands in the market.

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Management Sales Document 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

Zeisler Consulting

DECEMBER 14, 2020

The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well. A recurring gag is to make little jokes about headlines published around the Web that, regardless of the actual story attached, sound funny or irreverent when read on their own.

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Consulting Customers Brands Interaction 93

One Millimeter Mindset

DECEMBER 15, 2020

If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. First, they create top-of-mind lists of internal clientele they serve. Next, we conduct the forensic portion of this exercise.

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Workshop Innovation Leadership Definition 87

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him.

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Customer Service 2021 2020 Blog 118

ProProfs Chat

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? These are some pressing questions that need your immediate attention. Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can

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Social Media Management Blog Definition 94

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention. In this blog, you’ll learn: Why customer success is so important. How customer success drives customer experience.

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Customer Success Customer Journey Brands Customers 117

ShepHyken

DECEMBER 15, 2020

Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection. Top Takeaways: Customer success and customer support are related, but different.

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Connections Customer Success Technology Customer Experience 89

Myra Golden

DECEMBER 17, 2020

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.

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Call Center Communication Management Customer Experience Design 116

Strikedeck

DECEMBER 15, 2020

Vincent Manlapaz, in an interview with Mary Poppen talks about managing customer expectations. How do we support customers amid this global pandemic and the lessons it teaches us?

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Customer Expectations Management Customers Customer Engagement 86

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