Futurelab

MAY 11, 2021

I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the frontline employees. That is just not true. When I’ve addressed this latter point, I’m always asked, “Well, then how do I connect the dots for the backoffice folks?

Customer Experience 211

Customer Experience 211

Shaun Belding

MAY 11, 2021

Customer service is getting harder. There is an insidious perfect storm brewing in our relationship with our customers. It has been sneaking up on us for a while, and most organizations are already experiencing the effects without realizing the cause.

Customer Service 130

Customer Service 130

Futurelab

MAY 11, 2021

I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback , you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI. Tags: Annette Franz (Gleneicki) customer effort customer experience ROI Facebook Like.

Customer Experience 147

Customer Experience 147

Taylor Reach Group

MAY 11, 2021

by Patricia Ballantyne. Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization.

Customer Service 145

Customer Service Customer Satisfaction CX 145

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.

Customer Loyalty

Futurelab

MAY 11, 2021

Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change. Tags: Annette Franz (Gleneicki) change change fatigue change management leadership Facebook Like. Linkedin Share Button. Tweet Widget.

CX 130

CX 130

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. Underserved and angry customers can easily take to Twitter, Facebook, or any number of digital channels to publicly ‘out’ companies like yours for falling short, especially when it comes to your product or customer service offerings.

Customer Expectations 108

Customer Expectations Social Media Education Customer Service 108

Customer Think

MAY 11, 2021

A Changing Customer Base Means Changing Customer Tastes No exceptions. Take a retailer with a long-standing base of loyal, but maturing, customers. Recognizing the lifetime limitations of its market, the merchant launched an energetic strategy to attract younger shoppers. And it worked. It worked so well, in fact, that the merchant’s fast-expanding segment of younger […].

Retail 106

Retail Customer Loyalty 106

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. It was a provocative statement to introduce the session. What did they mean ?

B2B 98

B2B Sales Gaming Education 98

Customer Think

MAY 11, 2021

Are you a business owner? Does your business really need chatbots? Well, in recent times, we have seen how companies are desperate to introduce the chatbot. This is because chatbots are changing the way brands interact with their customers, and when the chatbot is of high quality, those changes are usually positive. Bots have indeed […].

Business Growth 100

Business Growth Technology Technology 100

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.

Net Promoter Score 84

Net Promoter Score Customer Journey Map Legal Social Media 84

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Customer Think

MAY 11, 2021

Tony is in charge of a convenience store in Salt Lake City, where I attended a customer experience conference. I told him I wanted to buy a certain brand of beer. He said his shop didn’t have it. Instead of insisting that I buy another beer, he directed me to the liquor store nearby where […].

Customer Experience 92

Customer Experience Customer Loyalty 92

The DiJulius Group

MAY 11, 2021

How Relationships are the Most Important Factor in your Personal and Professional Success “Today’s illiterate are those who have an inability to truly make a deep connection with others.” Since I was old enough to remember, my life’s obsession was to play shortstop for the Cleveland Indians. I worked at it. I was committed and. Read Full Article. The post How Relationships are the Most Important Factor in your Personal and Professional Success appeared first on The DiJulius Group.

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Customer Think

MAY 11, 2021

The pandemic, as we all know, has permanently changed the way workplaces function. Even when normalcy is restored, it is common knowledge that a hybrid model, instead of a fully in-office model will drive workplaces. There has been a lot of debate regarding the impact and consequences of the remote work culture, with views that […].

Technology 92

Technology Technology 92

Conversocial

MAY 11, 2021

We’ve mentioned it plenty of times on this blog, but it’s always worth repeating - WhatsApp’s reach is enormous.

CX 59

CX Customer Experience 59

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

Customer Think

MAY 11, 2021

In part one of this series focusing on the importance of building a strong go-to-market (GTM) strategy, we looked at the overall fundamentals and how a well-defined GTM plan can provide the foundation and direction for key business imperatives, from revenue and sales to marketing and partners. While many principles of good GTM planning are […].

Sales 92

Sales 92

Intercom

MAY 11, 2021

At Intercom, we support our customers through conversational, messenger-based support. Supporting our customers primarily through our Business Messenger has many advantages, such as helping us build personal relationships with our customers and providing them with the fast, meaningful resolutions they need. But sadly, and inevitably, there will be people who abuse their access to your team.

Legal 110

Legal Sales 110

Customer Think

MAY 11, 2021

May 10, 2021. Add to rss feed. A lot of blogs on custome.

Customer Experience 108

Customer Experience Customer Loyalty 108

ClientSuccess

MAY 11, 2021

Customer success managers working with SaaS products have a lot on their plate. The responsibilities genuinely seem endless, from managing new customer implementation to owning customer satisfaction to dealing with customer issues. As the tasks keep piling up, however, the tools needed to do the job also seem to increase in number until it becomes almost impossible to keep things straight.

NPS 54

NPS CRM Customer Satisfaction Sales 54

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

Customer Think

MAY 11, 2021

The Great App Explosion can’t be stopped. But it can be harnessed. A couple of years ago, I proposed a model of 4 layers of app integrations with SaaS platforms. Advocating for better integration, for marketing apps in particular, I pointed out that no.

Technology 58

Technology Technology 58

Customer Think

MAY 11, 2021

By connecting data between the online and offline buying journey, Invoca for Sales provides contact center sales teams with complete call handling and customer journey visibility.

Contact Center 56

Contact Center Sales 56

Customer Think

MAY 11, 2021

What is brand awareness? marketing campaignWhy is it important? Brand awareness is also the first step to developing your firm’s brand equity or value. A strong brand name brings perceived added value to a product or service. Put simply, consumers will often pay more for products from a well-recognised brand, than from one they were […].

Customer Loyalty 45

Customer Loyalty 45

Customer Think

MAY 11, 2021

Conversational Commerce Suite offers a set of capabilities that combines technology, people, and data to help CX and digital teams provide premium customer service levels.

CX 40

CX Technology Technology Customer Service 40

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