Adrian Swinscoe
SEPTEMBER 20, 2021
When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe.
Doing CX Right
SEPTEMBER 20, 2021
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right.
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Aquire
SEPTEMBER 20, 2021
Answering customer questions immediately is one of the best things you can do for them. But sometimes, that doesn’t happen – even with fast channels like live chat. Don’t get me wrong – live chat is an awesome technology and one of the most popular features of the Acquire customer engagement platform. When used properly, you can move visitors down the sales funnel much quicker.
Zendesk
SEPTEMBER 20, 2021
Remote sales have become increasingly common, but it took a pandemic to truly establish virtual selling as the new normal. A McKinsey survey conducted in the wake of Covid-19 found that over 75 percent of buyers and sellers alike now prefer virtual sales meetings over face-to-face interactions. And just 20 percent of B2B buyers said they wanted to go back to in-person presentations of the past.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
CommBox
SEPTEMBER 20, 2021
Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Today, they’re a rule for any SMB and large-scale organization. Here’s why… Research indicates that 67% of consumers prefer self-service over speaking to a company representative. Furthermore, about 90% of consumers expect brands and organizations to offer an online portal for self-service.
Sprinklr
SEPTEMBER 20, 2021
Earlier this month, the Australian Securities and Investments Commission (ASIC) re- released Regulatory Guide 271 for Internal Dispute Resolution (RG 271), which stipulated organisations must address complaints arising from social and messaging channels where a customer has expressed dissatisfaction with the organisation or its products. Additionally, ASIC has slashed the response time for complaint processing to just 45 days.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
SEPTEMBER 20, 2021
Today businesses are operating with a set of unconventional circumstances. There are a few obstacles nearly every business in all industries has in common: staff shortages and supply chain issues. As a result, both are significantly contributing to why overall customer satisfaction is at its lowest point in 15 years. While both factors may be. Read Full Article.
MyCustomer Experience
SEPTEMBER 20, 2021
TThe customer-business relationship has changed dramatically over the last few decades, and this is certainly the case from a communications. 24th Sep 2021. By Andrew Walker Accenture.
Zendesk
SEPTEMBER 20, 2021
Picture this: You’ve just taken on responsibility for a new sales team. You set out to craft an annual sales plan, but you quickly discover that you’re missing key insights and data points. You don’t know what the market for your product looks like, how many sales agents you’ll have on your team, or how much revenue your company made last year. To write a successful sales plan, you’ll need that critical information.
DMG Consulting
SEPTEMBER 20, 2021
Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. View this article on the publisher’s website. It’s been a difficult but in some ways awe-inspiring 15 months, a period in which the world has experienced extraordinary difficulties and upheaval. When faced with a global pandemic, companies worldwide demonstrated flexibility, making changes on the fly to keep their businesses open and employees safe.
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MyCustomer Experience
SEPTEMBER 20, 2021
BGood customer service is central to banking. The complexity of personal finances, along with the emotion and stress they carry, mean strong. 20th Sep 2021. By elliott.limb@mambu.com Chief Customer Officer at Mambu.
Shep Hyken
SEPTEMBER 20, 2021
Each week I read many 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 Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. (Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees.
MyCustomer Experience
SEPTEMBER 20, 2021
AIn June this year, Apple announced Mail Privacy Protection for their Mail app on iOS 15, a software update that can be automatically. 20th Sep 2021. By Sam Holding Head of International.
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