Kerry Bodine

SEPTEMBER 28, 2021

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S. adults reported that they’d rather wait in line at the DMV than try to resolve an issue with a company or service. A shocking fourteen percent said they’d rather go through the ordeal of getting a tooth pulled.

Customer Service 71

Customer Service Insights Consumers Customers 71

Customer Bliss

SEPTEMBER 28, 2021

Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I also encounter the weirdest assortment. ( Horse & Hound anyone?) Waiting rooms appear to be the recycling bin of the healthcare industry.

Magazine 194

Magazine Healthcare Hospitality Books 194

NICE inContact

SEPTEMBER 29, 2021

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers.

Call Center 83

Call Center Customers Contact Center Management 83

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Some will point to their monthly newsletter or discount program to demonstrate their efforts.

Loyalty 389

Loyalty Feedback Advertising Customer Relationship Management 389

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

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. We’ve been focused on designing and delivering best-in-class experiences for decades, but customer experience is an expansive, evolving topic, and staying current on trends and the latest thinking in customer experience is always a challenge.

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

Magellan Solutions

SEPTEMBER 28, 2021

These five industries can leverage phone answering service to optimize their core operations. Phone answering service is often overlooked for some businesses. Some may assign an in-house staff to man the phone to answer any incoming calls from customers and stakeholders. However, by doing so, it could be exhausting to the assigned staff. It also does not guarantee that each call is answered and professionally. .

E Commerce 98

E Commerce E-support Competitive Advantage Entertainment 98

InMoment XI

SEPTEMBER 30, 2021

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that. Email survey invitations especially have a hard time convincing the customer to even open the invitation.

White Paper 370

White Paper Measurement Feedback Customer Experience 370

Conversocial

SEPTEMBER 30, 2021

Digital customer engagement has changed. Modern consumers expect personalized, convenient and speedy interactions from their favourite brands, and they’re more than happy to jump ship to a competitor if their needs are not being met. It’s up to businesses to adapt their strategies or risk losing out. In the past 18+ months, consumer habits have shifted overwhelmingly to the digital realm.

Marketing 105

Marketing Customer Journey Customer Relationships Consumers 105

ShepHyken

SEPTEMBER 29, 2021

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

Hospitality 161

Hospitality Books Customer Service Training Leadership 161

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

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. In the first part of this series , we looked at why businesses can no longer afford to ignore digital transformation.

Customer Service 92

Customer Service 2019 Banking 2007 92

BirdEye

SEPTEMBER 29, 2021

“Be where your customers are” is more than just a basic principle of marketing. It is the foundation of effective marketing, delivering a quality customer experience , and establishing a competitive differentiator. Consumers have a wide array of channels to choose from when engaging with businesses. But, chat is one of the leading channels for attracting new customers. 69% of shoppers in the US demand chat features from a business.

Customer Experience Management 98

Customer Experience Management Communication Consumers Sales 98

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Just as the call center evolved into the contact center, this shift is largely technology-driven and reflects the importance of adopting the right technologies to keep pace with changing customer expectations.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

ShepHyken

SEPTEMBER 28, 2021

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

Sales 147

Sales Brands Customer Expectations Customer Service 147

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

Magellan Solutions

SEPTEMBER 28, 2021

These five industries can leverage phone answering service to optimize their core operations. Phone answering service is often overlooked for some businesses. Some may assign an in-house staff to man the phone to answer any incoming calls from customers and stakeholders. However, by doing so, it could be exhausting to the assigned staff. It also does not guarantee that each call is answered and professionally. .

E Commerce 90

E Commerce E-support Competitive Advantage Entertainment 90

BirdEye

SEPTEMBER 27, 2021

Business text messaging is one of the best tools that you can use to help you market your business and connect with customers. Here’s what we’ll be covering in this article. Table of contents Why does business text message marketing work? SMS Marketing tips to boost engagement Text messaging templates for business Start messaging your customers with Birdeye Birdeye Webchat Birdeye Messaging Business text messaging software – Get connected with Birdeye.

Marketing 98

Marketing Connections Hospitality Communication 98

Kerry Bodine

OCTOBER 1, 2021

Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. While the consumers and business decision makers in this study were clearly aligned on their feelings about the issue resolution process, they didn’t see eye to eye on another key issue: companies’ awareness of customers’ experiences.

Consumers 90

Consumers Insights Customers Communication 90

Comm100

SEPTEMBER 25, 2021

The modern consumer is looking for the easiest and quickest way to access your products or services. Any delays in service provision can lead to client loss, decreased revenue, and injured brand reputation. With the revelation that up to 75 percent of consumers expect to see a live chat offered over any other communication channel, companies and businesses are now prioritizing investment in white label chat software to better service their customers and improve their response times.

Customer Satisfaction 96

Customer Satisfaction Consumers Communication Brands 96

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

SEPTEMBER 29, 2021

First, how will you get from where you were yesterday to where you really need to go, today? Then, how do you plan to navigate from a professional place of irresolution today to one of resolution tomorrow? Throughout September, the pace of how we work accelerated. Are you experiencing that sudden surge in the velocity of our workplaces, as everyone plugs in simultaneously?

Blog 88

Blog Innovation Travel Leadership 88

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.

Reference 126

Reference Multi-Channel Feedback E-support 126

SAP Customer Experience

OCTOBER 1, 2021

At SAP, our mission is to build intelligent enterprises by infusing our AI technologies into applications and business scenarios across all lines of business (HR, procurement, or finance), at scale. In this blog post, let’s focus on two concrete AI applications in the customer service area. Use Case #1 –.

Customer Service 88

Customer Service Blog Technology Customers 88

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. 5 Customer Service

Customer Service 85

Customer Service Culture Customers Customer Service Strategies 85

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

Stella Connect

SEPTEMBER 27, 2021

Knowing what customers think of your brand and its products or services helps build a better customer experience (CX) for the future. As you collect and analyze customer feedback , you’ll drive operational efficiencies by identifying opportunities and emerging themes from service interactions with your customers. But you can’t do this manually. Instead, analyze customer feedback at scale using an approach that’s able to keep up with customer expectations and overall business growth.

Feedback 86

Feedback Customers Brands Metrics 86

NICE inContact

SEPTEMBER 26, 2021

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly. Our goal at NICE CXone is to help our customers build lasting relationships with their customers because we understand the value and importance of satisfying customers.

Contact Center 78

Contact Center Marketing Loyalty Customers 78

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. One thing I’ve notice over years of talking with […]. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer.

B2C 103

B2C B2B ROI Metrics 103

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. It cuts down on hold time and allows customers to get help ASAP, which is essential for brand loyalty and respect. In fact, 79% of consumers prefer live chat to other options.

E Commerce 83

E Commerce E-support Healthcare Sales 83

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