Callminer

MARCH 20, 2023

Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more.

Customer Loyalty 182

Customer Loyalty 182

Adrian Swinscoe

MARCH 20, 2023

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […] The post We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms first appeared on Adrian Swinscoe.

CX 144

CX 144

The DiJulius Group

MARCH 20, 2023

“When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about taking on the company’s success as a personal crusade.” – Stan Slap Going from rebel to revolutionary is easier than turning into Blockbuster. When. Read Full Article The post Building and Developing Great Leaders appeared first on The DiJulius Group.

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Customer Think

MARCH 20, 2023

Introduction The United States outsourcing statistics show that American corporations routinely send customer service and IT jobs offshore, where they can get the same outcomes for a fraction of the cost. Outsourcing is assigning internal business functions, workflows, or processes to an external company (third-party contractors or vendors) to increase efficiency & productivity.

Customer Service 110

Customer Service Technology Technology 110

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

Customer Experience

Zendesk

MARCH 20, 2023

The retail industry is under enormous pressure to change. Over the past few years, shoppers have moved from in-store to online and are now somewhere in between. And they expect the same level of excellent service on every shopping channel (even emerging ones like live-stream commerce). What does this mean for retailers? It’s no longer enough to offer great products.

CX 98

CX Retail Customer Loyalty Customer Experience 98

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

Customer Experience Maturity Model 87

Customer Experience Maturity Model Customer Experience CX B2B 87

CSAT.AI

MARCH 20, 2023

Customers give feedback and scores for their service interactions based on their individual concepts of scoring. Most don’t know how their reviews, scores or even complete lack of feedback impact your agents or your business. There are ways to unlock better customer feedback and service agent scoring. The Customer’s Perspective: Better Customer Feedback and Agent Scores For customers, agent scoring can sometimes seem like murky waters.

Customer Feedback 70

Customer Feedback Sentiment Analysis Customer Service Customer Experience 70

Customer Think

MARCH 20, 2023

Picture this: you’re at a cute new boutique and you’ve found the perfect gift for your best friend. You go to pay and it’s cash-only – and you don’t have cash. There’s an ATM just outside but it doesn’t look secure. So you put the gift back.

Technology 68

Technology Technology 68

Zendesk

MARCH 20, 2023

The retail industry is under enormous pressure to change. Over the past few years, shoppers have moved from in-store to online and are now somewhere in between. And they expect the same level of excellent service on every shopping channel (even emerging ones like live-stream commerce). What does this mean for retailers? It’s no longer enough to offer great products.

CX 52

CX Retail Customer Loyalty Customer Experience 52

Customer Think

MARCH 20, 2023

Do you enter conversations to listen for what will confirm your assumptions? Do you assume the responses to your questions provide an accurate representation of the full fact pattern – ‘good’ data – on which to base your follow-on questions?

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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

Execs In The Know

MARCH 20, 2023

Over the past several years, CX professionals have had a front-row seat to the fast-paced evolution of CX digital innovation and transformation. Contact center technology keeps improving and there are a vast number of solutions you can tap to improve your CX. Recent data focused on consumer expectations indicate an increasingly sophisticated clientele with changing, unique, and varied needs — so a cycle of continuous improvement is absolutely essential to staying relevant and competitive.

Contact Center 52

Contact Center CX Customer Relationship Management Omnichannel 52

Customer Think

MARCH 20, 2023

For many Americans, spring break means taking a breather from the day-to-day. In fact, 73% of travelers say their spring travel plans are aimed at relaxing and avoiding stress. Regrettably, travel can often have the opposite effect. Research has also shown that 4 in 5 people view traveling as more stressful than going to work.

CX 63

CX Contact Center Technology Technology 63

Uplifting Service

MARCH 20, 2023

[link] When organizations want to elevate their customer service , they often make this mistake: They focus first on their internal operations.That’s why so many service initiatives involve training programs or process improvements. And it’s also why so many fail. Why? Because what YOU do during a service transaction is NOT what matters. What really matters is what your customers experience.

Customer Experience 40

Customer Experience E-commerce Customer Service Start-ups 40

Customer Think

MARCH 20, 2023

VUCA Defined In their 1985 book “Leaders -The Strategies for Taking Charge,” economists Warren Bennis and Burt Nanus coined the term VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). In the 1990s, VUCA was used as a US War College framework to.

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Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

CX

VOZIQ

MARCH 20, 2023

ChatGPT has taken the business world by storm. It’s one of the best examples of AI-based tools that promise to transform the way companies do business. Powered by AI and natural language processing, ChatGPT is finding its use in a variety of business applications that involve human-like conversations. Given its ability to generate quick, well-researched, and accurate responses, companies are exploring opportunities where ChatGPT can fuel the growth of their business.

AI 52

AI Customer Retention Technology Technology 52

Customer Think

MARCH 20, 2023

A captivating brand story is essential for any business looking to make an impact and draw in customers. It enables you to capture the imagination of potential customers, helps your brand stand out from the competition, and creates a strong bond with current customers.

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Customer Think

MARCH 20, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individua.

Customer Satisfaction 58

Customer Satisfaction Customer Loyalty 58

Customer Think

MARCH 20, 2023

Of all the beauty retail chains in the U.S., there may be just one that aims to be both Black-owned and serve as a marketplace exclusively for Black-owned brands. And it’s just now opening its flagship store, in Chicago, in April. It isn’t for lack of consumers.

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CX Retail 58

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Quentelle delivers verification of employment, tax credits, and unemployment cost management solutions, leveraging advanced platform technology. Its data-driven solutions—powered by best-in-class providers—and proven IT security services save time and money and empower companies to streamline internal operations and make better decisions. Quentelle’s rapid growth called for a customer onboarding solution that could deliver a more seamless and automated follow-up process to help onboard new clien

Technology

Customer Think

MARCH 20, 2023

The Technology Services Industry Association (TSIA), has released a co-authored report named ‘Leveraging the Power of the Gig Economy’ The report uncovers the key challenges, strategies and recommendations for leveraging the gig workforce while also capturing the real-world benefits and success stories. This is an interesting study for a number of reasons.

Technology 58

Technology Technology 58