Shep Hyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

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Customer Experience Customer Service Customer Survey 145

Customer Think

AUGUST 18, 2021

If you’re a marketer, you must have already heard of geofence marketing. Many marketers are already taking advantage of this tactic to boost their sales, get more conversions and increase their profit. And you should try using it too if you want to stay ahead of your competitors. But before using geofence marketing for your […].

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Sales 137

Totango

AUGUST 18, 2021

Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users. In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns.

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Start-ups Technology Technology 115

Customer Think

AUGUST 18, 2021

Do consumers want to talk to live customer service agents? That’s an ongoing debate. You’ll actually hear arguments on both sides of the aisle. Customers generally are self-reliant problem solvers who are increasingly looking for quick, do-it-themselves ways to get a question answered or resolve an issue. If there’s a stat to reinforce this, it’s […].

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Customer Satisfaction Customer Service Contact Center 120

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Conversation Agent

AUGUST 18, 2021

Ever since Joseph Campbell wrote it (1949), The Hero with a Thousand Faces, the hero has grabbed the collective imagination. Stanley Kubrick and Arthur C. Clarke used “Journey Beyond the Stars”# as a working title for the screenplay that would become 2001: A Space Odyssey. The hero's journey is alive and kicking in modern speeches and presentations.

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Customer Think

AUGUST 18, 2021

Shouldn’t sending people who actively engage and show interest in solving the problem be the core qualification for a marketing qualified lead (MQL)?

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B2B Sales 125

Customer Think

AUGUST 18, 2021

“Wait, is that good?” That’s usually the first question that comes to mind when we get employee engagement survey results. Instinctively, our next step is to look for benchmarks. Unfortunately, comparing your engagement scores to other companies’ (even if they share your industry or headcount) isn’t as useful as you might think. As HR consultant […].

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The DiJulius Group

AUGUST 18, 2021

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. You will learn: The difference between the customers we attract versus the customers we pursue The true importance.

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Sales Customer Experience 98

Customer Think

AUGUST 18, 2021

With smart speakers and virtual assistants like Amazon Alexa, Apple’s Siri and Google Assistant part of our everyday lives, most of us understand the concept of voice-enabled technology. But how does speech recognition fit into this landscape and, more importantly, what value can it offer your business? What is Speech Recognition? The goal of speech […].

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Technology Technology 83

The Contact Company

AUGUST 18, 2021

Every brand makes mistakes sometimes, and interactions can be tricky for the customer service team when customers are feeling frustrated, but it’s the team’s job to turn this around. As […]. The post Customer Service Phrases to Avoid: Part 2 appeared first on The Contact Company.

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Customer Service 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

AUGUST 18, 2021

It feels like it is only days after the Euros finished and the new football season is back. Never mind that in between we had Wimbledon and the Olympics: what a feast of sport for those of us who love it. To be honest, I always feel that the football season starts too early. I […].

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Sports 73

The Contact Company

AUGUST 18, 2021

Every brand makes mistakes sometimes, and interactions can be tricky for the customer service team when customers are feeling frustrated, but it’s the team’s job to turn this around. As a Customer Service Advisor/Assistant, what you really don’t want is to be the cause of that frustration- or to escalate it. The key is to remain genuine, human, empathetic… oh, and steer clear of these phrases (trust us)… “Actually, it’s…” What’s the most common rule of customer service?

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Customer Service Customer Experience 52

Customer Think

AUGUST 18, 2021

Image Source: Gartner, Inc. Last month, Gartner released the findings of its CMO Spend Survey, 2021. The firm hosted a webinar and published a report discussing the findings of this research. The Gartner survey was conducted from March t.

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MattsenKumar

AUGUST 18, 2021

Many businesses, including yours, are vying for customers’ wallets and loyalty. You’re likely spending money on marketing and advertising to lure customers in the door. The most critical aspect of customer service is keeping clients once they’ve been brought in. It is much more expensive to acquire new consumers than it is to keep the ones you already have.

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Customer Service Social Media Technology Technology 52

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

AUGUST 18, 2021

Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upc.

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Service Quality Institute

AUGUST 18, 2021

Every organization screws up every week and probably every day. You have two choices. Focus on keeping the customer or let them defect. It appears most large firms have unlimited marketing money so they believe that it really does not matter. Frederick Reichheld at Harvard Business Review has research that shows if you can reduce your defection rate by half you can double the growth of your business.

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Manufacturing Start-ups Customer Loyalty Sales 52

Customer Think

AUGUST 18, 2021

If you’re not already subscribed to Sales Pipeline Radio, or listening live every Thursday at 11:30 a.m Pacific on LinkedIn (also on demand) you can find the transcription and recording here on the blog every Monday morning. The show is less than 30 minutes, fast-paced and full of actionable advice, best practices and more for […].

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CX Network

AUGUST 18, 2021

How to manage the personal toll of leading business transformation according to a CFO.

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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

Customer Think

AUGUST 18, 2021

Before I go into this week’s mailer, let me request you join the 4th Global Conference on Creating Value, [link] The conference is on September 21-23, 2021. The conference is free. There will also be a certification prog.

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Customer Loyalty 59

1 to 1

AUGUST 18, 2021

At the 2020 National Retail Federation , on the eve of the pandemic, our writers noted that the future of retail was about removing barriers. Among so much change this much remains true, but how do we make retail experiences as easy and enjoyable as possible in our post-COVID world? How do we make interactions ‘effortless’ for customers? The modern retail customer craves personalization, seamless conversations, and communication at every point in the journey.

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Customer Think

AUGUST 18, 2021

In most countries, especially in emerging markets, the focus of central banks is to provide banking services to unbanked banks. This has been a great convenience, especially for those customers who live in more rural areas. Moreover, today’s branchless technology has become far more economical and versatile. For banks, this has the added benefit of […].

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Technology Technology 59

Qualtrics

AUGUST 18, 2021

With digital now being the default way of doing business, the security of customer and employee data is more important than ever. At Qualtrics, we’re continuously improving and expanding our security and compliance certifications to maintain the highest standard of information security for our customers. Our commitment to security and compliance is critical to our leadership in experience management, and we are proud to hold the best-in-class security certifications across regions and industries

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Compliance Customer Satisfaction Technology Technology 26

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

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity). But all too often the way the underlying data is collected makes NPS little more than a vanity metric, easily rigged to give the impression of positive customer sentiment, leading

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Zendesk

AUGUST 18, 2021

As a company grows, its ever-expanding sales team needs a capable CRM system to keep track of prospects and customers. Sales management software is used by many salespeople to organize their contacts, manage their pipeline, and streamline workflows and organizational processes for maximum efficiency—allowing small businesses to get bigger. Before settling on one CRM platform, it’s important to carefully consider your criteria and weigh the pros and cons of the most popular options.

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Aquire

AUGUST 18, 2021

Humor is an often overlooked but useful tool for any business looking to create a positive customer experience. Using humor can help you build your brand, foster connection, and promote relaxed and happy customer relationships. Yet, many businesses hesitate to use humor. Some are afraid it may appear unprofessional. Others are worried it may sometimes be misconstrued or unintentionally offend.

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Customer Experience Social Media Entertainment Start-ups 105

Kerry Bodine

AUGUST 18, 2021

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.” Part of his process: asking employees “to go around the room, complimenting and critiquing one another” in a two-hour meeting. The Times reports that several attendees cried.

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Construction Start-ups CX 77

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