Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

Callminer

DECEMBER 13, 2021

Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations.

Healthcare 182

Healthcare 182

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

The DiJulius Group

DECEMBER 13, 2021

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.

Customer Service 124

Customer Service 124

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Think

DECEMBER 13, 2021

Click here for the video version of this article. Conditions in our teams can sometimes add to our negative stress. You might be in a difficult season or have a tricky personality in the team. There could be a clear misalignment. Perhaps you need to make a major strategic shift and you’re concerned about the […].

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Zonka Feedback

DECEMBER 13, 2021

NPS Survey Tools enable you to create, distribute, manage quickly and analyze NPS Surveys. These tools are seamlessly integrated with your business tools and give you responses and reports in real-time.

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NPS Customer Experience 98

MyCustomer Experience

DECEMBER 13, 2021

MThe ‘new normal’ signified some substantial shifts in social changes, brought on by the COVID-19 pandemic. Consumer behaviour changed. 13th Dec 2021. By Orsi Jojart.

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Customer Think

DECEMBER 13, 2021

We live in an increasingly digital world and fostering human connections via digital platforms isn’t always simple, but these connections are vitally important for businesses. Customers don’t want to buy products from a faceless website. Those that do will potentially choose Amazon over your business. So how can your business humanize its customer experience (CX) […].

CX 81

CX Customer Experience Customer Loyalty 81

Shep Hyken

DECEMBER 13, 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. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. (VentureBeat) Excellent customer service is vital to the long-term success of any business.

Social Media 74

Social Media Customer Service VOC Retail 74

Customer Think

DECEMBER 13, 2021

One of the biggest and most asked questions of the business industry revolves around capturing customer attention. As long as there will be goods to sell, businesses will try increasingly different ways to grab attention. Before, grabbing attention only involved putting an advertisement on the newspaper. Today, however, grabbing customer attention has surpassed an entirely […].

Customer Loyalty 78

Customer Loyalty 78

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Shep Hyken

DECEMBER 13, 2021

U.S. Federal Government to Make Customer Experience and Customer Service a Priority. 62% of Americans don’t think the government delivers great customer service. That’s according to customer service and customer experience expert Shep Hyken. In his 2021 Customer service and CX research , he asked more than 1,000 American consumers, “Do you think the government delivers great customer service?

Government 69

Government CX Business Administration Customer Service 69

Customer Think

DECEMBER 13, 2021

PayPal is expanding its cryptocurrency services, but e-commerce expert Alexander Graf argues that this is not a green light for retailers and merchants to embrace crypto as a legitimate payment method PayPal account holders are now able to buy and sell cryptocurrencies like Bitcoin, Ethereum, Litecoin, and Bitcoin Cash. Retailers and online merchants might be […].

E-commerce 72

E-commerce Retail Technology Technology 72

MyCustomer Experience

DECEMBER 13, 2021

CAs the saying goes: ”it can take months to find a customer, and seconds to lose one”, a sentiment that feels more relevant than ever. For. 13th Dec 2021. By Simon Thorpe EMEA Solutions Ambassador Director.

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Customer Think

DECEMBER 13, 2021

I moved to London in 1983 to start up a tech company after spending years as a successful sales person. For years I had qualified prospects, created decks and wrote great content, chased appointments and networked, presented, and followed up. As I became an entrepreneur, I thought I understood buyers well-enough to become one. But […].

Start-ups 72

Start-ups Sales 72

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.

Voice of the Customer

RateMyService

DECEMBER 13, 2021

[link] We’ve created a new ‘Share on email’ option that makes it easier to use email for sharing surveys. You can use this to: Embed an image of a survey question (NPS, CSAT, CES) into an email and then manually embed the survey link to the image Use an email distribution service, like Mailchimp, to embed survey requests in emails, newsletters or campaigns.

NPS 52

NPS 52

Customer Think

DECEMBER 13, 2021

The year 2021 comes to an end. More than three years have gone by since the last look at the Clash of Titans, an analysis of how the then big 4.5: Microsoft, Oracle, Salesforce, SAP, and Adobe – along with some other players, are shaping the greater CR.

Technology 72

Technology Technology 72

ProProfs

DECEMBER 13, 2021

When the former American automobile giant Oldsmobile met an ill fate because it ignored the need for innovation, it was a nod to the need for effective team assessment. . Those in charge of innovation at Oldsmobile turned a blind eye to fuel efficiency, made no amendments to design, and ultimately failed to innovate. . It paints before us a picture of a potential team that failed to thrive because it lacked thoughtful leadership and guidance from a forward-thinking perspective. .

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Start-ups Innovation AI Technology 52

Customer Think

DECEMBER 13, 2021

On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite get.

Customer Experience 59

Customer Experience 59

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

ProProfs

DECEMBER 13, 2021

The pandemic has pushed many companies into revamping their employee onboarding checklists. With HR professionals, managers, and employees working from home during this time, onboarding has gone fully virtual and remote. This has given the process an opportunity to evolve with time without necessarily interrupting business. But pandemic or no pandemic, w hichever employee onboarding plan and structure you’re using should cover all the bases of welcoming incoming employees successfully in your or

Compliance 52

Compliance Start-ups Technology Technology 52

Comm100

DECEMBER 13, 2021

Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaini

CX 52

CX Start-ups AI Technology 52

Zonka Feedback

DECEMBER 13, 2021

Remote working has been a rising trend for a couple of years. Companies have realized the advantages of remote working, and the use of Apps like Webex make it more convenient for them and their employees to remain connected.

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Customer Bliss

DECEMBER 13, 2021

If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment. And when your little one is out of sorts, you want whomever you reach out to for help to care as much as you do.

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E-commerce Social Media Start-ups Sales 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX

Zonka Feedback

DECEMBER 13, 2021

Remote working has been a rising trend for a couple of years. Companies have realized the advantages of remote working, and the use of Apps like Webex make it more convenient for them and their employees to remain connected.

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MyCustomer Experience

DECEMBER 13, 2021

AIn 2022, brands and businesses will make direct relationships and better shopping experiences a priority to keep customers away from. 13th Dec 2021. By Forrester Independent research and advisory firm.

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Adrian Swinscoe

DECEMBER 13, 2021

Today’s podcast interview, like last week’s, is different. Last week I shared the first part of a two-part conversation about a new book project: Punk XL, […]. The post Introducing Punk XL Part Two – Interview with Karen, Sandra De Z, Richard, Sandra T and Ari first appeared on Adrian Swinscoe.

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1 to 1

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees?

CX 26

CX Customer Journey Map Customer Retention VOC 26

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail

Zendesk

DECEMBER 13, 2021

Every company wants to increase productivity in its sales department—that’s a given. What’s not a given, however, is exactly how your company goes about the process. Sales reps spend hours a day recreating work that shouldn’t have to be recreated. Whether it’s writing sales pitch emails to prospective customers, constructing a brand-new sales strategy for each client, or searching the company website for the mission statement, sales reps are likely wasting time finding and producing material you

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Sales B2B Start-ups CRM 98

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Remote and hybrid work officially entered the mainstream, shifting entire industries in the process. Great strides were made in AI assistive technology to create an easier, more human experience. Overall, it’s safe to say the world is more advanced and more connected than ever. So why does hold time still exist?

Contact Center 91

Contact Center Start-ups Social Media Government 91

Hodusoft

DECEMBER 13, 2021

HoduCC emerges among top 5 in Gartner’s GetApp Category Leader Board. Our team works non-stop to make every product stand out and consistently meet our customer’s expectations. It feels great to know that we are inching closer to our goal every day. Gartner has bestowed another recognition on us— our Call and Contact Center software, HoduCC, has been recognized as a Category Leader for Predictive Dialer by GetApp. .

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Contact Center Innovation Customer Service 98