Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product.

Communication 71

Communication Engagement Net Promoter Score Competitive Advantage 71

ProProfs Chat

SEPTEMBER 18, 2020

There lies an evident gap between junk data and quality feedback. In most cases, the right survey participants can bring the difference between a successful survey and a not-so-successful one. Now, modern entrepreneurs love to hunt for customer opinion. Great. But do customers really like to offer feedback? The truth is that most customers love sharing their input and naturally connect with a brand that values their opinions.

Apparel 98

Apparel Feedback Social Media Brands 98

C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic. Like many CPG companies, they were considering online retailing.

Retail 85

Retail E Commerce Apparel Transportation 85

eglobalis

SEPTEMBER 14, 2020

Professional Services in Alignment with Your Experience Management , customer success. The post Is Your Professional Services in Alignment with Your Experience Management? Part I appeared first on Eglobalis.

Management 473

Management Customer Success Customers Customer Experience 473

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ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. Research also has irrefutably proven that customers will leave you for your competition if you don’t give them the service they expect.

Customer Service 170

Customer Service Customer Service Training Customer Service Representative Reference 170

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct impact on customer experience.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.

Call Center 157

Call Center Customer Experience Omnichannel Contact Center 157

BlueOcean

SEPTEMBER 17, 2020

That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. The right outsourcer, of course, will ensure as few roadblocks and speedbumps as possible, but with collaboration, you can ensure long-term success.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. Shep Hyken interviews Geoff Webb , the Vice President of Products at PROS. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age. Top Takeaways: There must be a balance between artificial intelligence (AI) and human connection.

E Commerce 132

E Commerce E-support Omnichannel B2C 132

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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

BirdEye

SEPTEMBER 18, 2020

Does your business prioritize the customer experience? If you answered yes, we have a surprise for you. Statistics show that while 80% of businesses believe they offer superior customer experiences, only 8% of customers believe they receive one. Personalized customer experiences are how businesses can bridge the gap. Welcome to the experience economy, where businesses can no longer rely solely on their product or service to differentiate themselves.

Customer Experience 112

Customer Experience Management Touchpoint ROI 112

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. From finding the perfect working area to maintaining a daily, healthy routine, many of us have adjusted to working from home. We went from buying furniture and extra monitors to making sure that our work at home remains as productive as possible. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assi

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” “We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” (True story). “I can’t let you board this bus without a mask.” “Due to our COVID-19 safety measures, we now have to push your service appointment out two weeks.”

Workshop 116

Workshop Call Center Measurement Customers 116

ShepHyken

SEPTEMBER 18, 2020

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.

Feedback 129

Feedback Customer Service Article Communication 129

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

One Millimeter Mindset

SEPTEMBER 17, 2020

How do you establish your voice when working with cross functional teams? For some of you, this idea is completely daunting. Why? Because cross functional teams have lots of “those” people on them. You know. Professionals from the “other side” of your organization: the people whose professional behavior intimidates you the most. First, because you do not understand the professional terminology which dominates the voice they collectively carry into cross functional conversations.

Workshop 105

Workshop Leadership Communication Presentation 105

Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. With artificial intelligence (AI), especially speech technologies, becoming more mature and commoditized, the scope and possibilities for self-service and conversational tools like virtual agents expand like never before.

Virtual Agent 115

Virtual Agent Call Center Contact Center Download 115

BirdEye

SEPTEMBER 18, 2020

Does your business prioritize the customer experience? If you answered yes, we have a surprise for you. Statistics show that while 80% of businesses believe they offer superior customer experiences, only 8% of customers believe they receive one. Welcome to the experience economy, where businesses can no longer rely solely on their product or service to differentiate themselves.

Customer Experience 97

Customer Experience Management Touchpoint ROI 97

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members. They quickly realized that the best way to handle the increase in engagements was by offering their members self service options for simple questions which freed up their agents to handle the more complex inquiries.

2016 95

2016 2019 Download Demo 95

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

Ecrion

SEPTEMBER 15, 2020

1. Customer Journey | 2. Study Customers with AI | 3. Online Platform | 4. Understand What You Do Best |. 5. Use SEO | 6. Name and Logo | 7. Active Listening Strategies. Your customers are the best asset that you have. Whether you have just a few customers or millions, the customer engagement process is essential. Take some time out to learn how to grow your brand so that you can reach your customers in new and significant ways.

Customer Engagement 93

Customer Engagement Engagement Brands 2020 93

Daniel Group

SEPTEMBER 16, 2020

In your personal buying, do you often experience humor in your interaction with providers? There are many reasons we do not experience humor. Humor in Customer Experience can be the bridge to making an emotional connection to your customers. It may seem like it might get in the way of providing efficient and effective Customer Experience. Sgt. Joe Friday.

Customer Experience 98

Customer Experience 2002 2007 2010 98

BirdEye

SEPTEMBER 18, 2020

Welcome to the experience economy, where a winning customer engagement strategy sets your business apart from your competition. 77% percent of American consumers say that the customer experience is a critical factor in their purchasing decision, even if they have a strong affinity to a brand or product. More so, 33% of Americans say they’ll consider switching companies after just a single instance of poor service.

Customer Engagement 96

Customer Engagement Engagement Customer Journey Mapping Social Media 96

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Author: Pauline Ashenden - Demand Generation Manager 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular?

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

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Customers

Customercount

SEPTEMBER 15, 2020

Find out more about the Net Promoter Score, a simple metric which is used to determine the loyalty of customers based on whether they would recommend you to a friend or colleague. The post Explaining the Net Promoter Score (NPS) appeared first on CustomerCount.

Net Promoter Score 96

Net Promoter Score NPS Loyalty Metrics 96

Bold360

SEPTEMBER 15, 2020

Today’s customer expects quick responses across all channels, especially during an uncertain time of global pandemic and economic recession. Many customers justifiably don’t want to spend their valuable time waiting on the phone or writing an email that might not get a response for days. Live chat has become a popular engagement channel for time-strapped customers to get issues resolved.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

One Millimeter Mindset

SEPTEMBER 15, 2020

Who is your internal go-to resource or resources? You know. The people who have the right answers when you or your team hit a snag. And the folks with an endless network of currently unknown colleagues who have the capabilities – and answers – you seek. Don’t know? Today is the perfect time to discover who they are. Because moving forward, you need each other more than ever.

Leadership 86

Leadership Workshop Innovation Presentation 86

Kate Nasser

SEPTEMBER 13, 2020

Resist these customer service urges that you will otherwise regret. Latest tips fr Kate Nasser, The People Skills Coach™ | Leadership Customer Experience. The post How to Resist These Irresistible Customer Service Urges | #CX #CustServ appeared first on KateNasser.com.

Customer Service 91

Customer Service Leadership Customers Customer Experience 91

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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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