Method:CRM

JULY 2, 2020

Customer Retention 71

Customer Retention Customers 71

Influitive

JUNE 29, 2020

As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow. According to data presented at the Forrester/SiriusDecisions Summit in May, companies who focus on advocacy in their customer marketing programs drive deeper relationships over time. In fact, 92% said it increases their credibility […].

Presentation 52

Presentation Customer Engagement Customers Engagement 52

Strikedeck

JUNE 30, 2020

Keri talks about how to guide and engage clients in today's climate.

Engagement 108

Engagement Customers Customer Engagement Customer Success 108

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. These individuals have all had insightful advice and anecdotes to help us think through how to approach current business models and future ones, given how rapidly things are changing in the world.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

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eglobalis

JUNE 28, 2020

Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.

Customer Experience Design 464

Customer Experience Design Customer Experience Customers Customer Relationships 464

Kustomer

JULY 1, 2020

We all know that businesses strive to be efficient — not only within the customer service department, but throughout the entire organization. However, as customer experience continues to become more important than price and product when it comes to loyalty, the goal for CX departments to be highly effective can at times feel at odds with the efficiency mandate.

Customer Service 52

Customer Service Download 2020 Loyalty 52

Talkdesk

JUNE 29, 2020

To begin part three of our CX Reframe series, let’s start with something we can all collectively agree on: February 2020 is gone, and it’s not coming back. Those of us eager for a return to our pre-COVID existence, are most likely in for a very rude awakening, even as conditions settle, and re-opening continues. This doesn’t mean that the days of getting on planes, sitting in restaurants, and visiting our elder relatives are over – quite the opposite.

Customer Experience 85

Customer Experience 2020 Customers 85

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

CX Accelerator

JULY 1, 2020

Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

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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

Beyond Philosophy

JULY 2, 2020

Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Experience Investigators by 360Connext

JUNE 30, 2020

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services.

2020 143

2020 Events Customer Journey Brands 143

Alida

JUNE 30, 2020

A Q&A with Crystal Miceli, Vice President and Head of Product Management.

NPS 227

NPS Management Customer Experience Customers 227

CX Accelerator

JULY 1, 2020

Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

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

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.

Communication 127

Communication Webinar Metrics Customer Retention 127

Experience Investigators by 360Connext

JUNE 30, 2020

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services.

2020 143

2020 Events Customer Journey Brands 143

One Millimeter Mindset

JUNE 30, 2020

Why rely on a hit or miss storytelling strategy to acquire and retain clients? Stories which, at least your clients know, are generic stories. Serving nothing more substantial than an inside-out marketing and sales purpose, via a pre-packaged library. So you do not have to think about a thing! Just select the next story and tell it to as many clients as you can.

Workshop 120

Workshop Sales Presentation Communication 120

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.

Customer Relationships 165

Customer Relationships Customer Service Training Customers Retail 165

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

Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. Even before the coronavirus outbreak, companies already experienced an average of 1.5 million customer conversations a year through digital channels — a number that is only expected to grow in the coming months.

Contact Center 118

Contact Center Omnichannel Multi-Channel Social Media 118

NetBase

JUNE 30, 2020

Brand differentiation is the name of the game and this is particularly true when it comes to destination marketing. The strategic thinking behind the Las Vegas rebrand is a study in masterful marketing. And it’s something other destinations – and brands struggling to stand out – should take note of! Why did Vegas tinker with one of the most recognizable slogans around?

Marketing 105

Marketing Social Media 2020 Consumers 105

Myra Golden

JULY 1, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.

Customer Service 105

Customer Service 2020 Interaction Customers 105

Kate Nasser

JUNE 28, 2020

Pick up on these customer cues & adapt to customer needs to deliver A+ customer service & customer experience. Here's how from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Customer Cues: Adapt to These Customer Needs | #CX #CustServ appeared first on KateNasser.com.

Customers 105

Customers Customer Service Customer Experience Contact Center 105

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TechSee

JUNE 30, 2020

Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning. These activities almost always have a negative effect on operations. Human schedulers must keep up to date with multiple technicians, including their availability and skills.

Travel 109

Travel Reference Books Technology 109

ShepHyken

JULY 3, 2020

This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers. They also have followers and brand advocates. You can achieve that by providing the best customer service possible.

E Commerce 122

E Commerce E-support Multi-Channel Customer Service 122

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

inQuba

JUNE 30, 2020

The Limitations of Journey Mapping for Customer-Obsessed Brands. The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping are falling short in terms of providing a realistic and up to date view of an individual customer’s journey.

Customer Journey 98

Customer Journey Customer Journey Mapping Touchpoint Consulting 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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