Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.

Contact Center 246

Contact Center AI Sales Technology 246

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We have totally lost control." A Customer Service Tip of the Week subscriber sent me that message. He explained that his new manager lacked leadership skills and played favorites.

Customer Service 181

Customer Service Contact Center 181

The Belding Group

AUGUST 12, 2021

In today's ultra-transparent world, there is no way in Hell you can expect loyalty from your customers, if you aren't genuinely loyal to them. And just like the loyalty you have for your friends, it means you have to have their backs, and make sure that you're always there for them. Shaun Belding | www.shaunbelding.com.

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147

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry.

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

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

Customer Think

AUGUST 12, 2021

by Mike Hasler in Contact Center Technology, Customer Service Trends, Mike Hasler For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rat.

Contact Center 143

Contact Center Technology Technology Customer Service 143

Intercom

AUGUST 12, 2021

For years, we’ve been following a best-in-breed approach, searching for the very best communication app for each specific need. Could this trend be changing? Few people are better advocates for a unified view of the customer experience than Dan O’Connell. He’s been the Chief Revenue Officer and Chief Strategy Officer at Dialpad, the cloud communication platform, since the spring of 2018, but his fascination for conversations and natural language processing came even sooner.

Start-ups 111

Start-ups AI Omnichannel Sales 111

Beyond Philosophy

AUGUST 12, 2021

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. .

Sports 89

Sports Manufacturing Customer Expectations CX 89

Customer Think

AUGUST 12, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. The study found that while 91% of the respondents wished to be a CX leader in their industry, only 37% said they were just getting started with a formal CX initiative and 20% considered their CX initiative, “advanced”. […].

Customer Experience 133

Customer Experience CX Customer Loyalty 133

Zonka Feedback

AUGUST 12, 2021

For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates. They would speak excitingly about your brand and attract more customers for your business. That’s the best kind of marketing if you ask me.

Customer Retention 98

Customer Retention Customer Loyalty 98

Customer Think

AUGUST 12, 2021

Do you want to know the best social media platforms for small businesses to help boost engagement, drive more referral traffic, and increase revenue? Except for your website, social media can be one of the best marketing tools for your business. It’s an excellent way to connect with existing customers, generate new leads and build […].

Social Media 131

Social Media 131

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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.

Zendesk

AUGUST 12, 2021

Imagine someone has shown interest in your brand by browsing your website and filling out an online form. Some marketing teams would treat that person like any other potential customer who lands on your site—but that’s a huge mistake. Consumers who explicitly express interest in your brand are worth more time and effort than someone who casually clicks on a social media ad.

Social Media 98

Social Media CRM Sales B2C 98

Customer Think

AUGUST 12, 2021

The term “shipping data” can refer to many different aspects of your delivery system. The time it takes for your items to arrive and the route they take are both types of shipping data. The delivery fee you set is too, as is the number of parcels you send and how you send them. Image […].

Customer Experience 128

Customer Experience Customer Loyalty 128

Zonka Feedback

AUGUST 12, 2021

In a hyper-competitive world, the key to business success is your ability to deliver excellent experiences and retain customers. How you listen to the voice of customers, understand customer issues, and resolve them makes all the difference in helping you stand out of the crowd. It’s absolutely true that customer experience is as important as your product or service.

Customer Feedback 98

Customer Feedback Customer Experience 98

Customer Think

AUGUST 12, 2021

Managing complaints is commonly the worst part of running your ecommerce business. No one enjoys being told what they’re doing wrong and even less when the whole world can see it. The easy option to ignore negative reviews and feedback may seem alluring, but it’s not going to help your business. The good news is […].

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124

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

CSAT.AI

AUGUST 12, 2021

Meeting QA goals score with both customers and businesses! These scores lead to cost savings and cheers. Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Zendesk’s 2021 Customer Experience Trends Report reveals 75% of customers are willing to spend more on a brand that provides quality CX.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Customer Think

AUGUST 12, 2021

Research shows that organisations that are structured around the customer generate seven times the return of their counterparts that are product, service, sales or geographically orientated. However, a study from McKinsey reveals that only eight per cent of companies are succeeding to integrate insight and analytics effectively, meaning a staggering 92 per cent of organisations […].

Sales 116

Sales Customer Loyalty Technology Technology 116

Logicalware

AUGUST 12, 2021

GC Business Finance is an alternative finance provider that specialises in start-up loans for entrepreneurs. Its parent company, The Growth Company, is a not-for-profit, commercially driven organisation dedicated to economic development, inward investment, skills, employment and enterprise. With a team of contact centre agents tasked with supporting customers, including handling telephone-based card payments, GC Business Finance was faced with a pressing challenge when staff switched from office

Finance 97

Finance Compliance E-commerce Government 97

Customer Think

AUGUST 12, 2021

Do you know that your website’s performance is governed by its loading speed? 47% of the customers expect a web page to open in 2 seconds or less time. Also, 40% of the customers tend to leave a site if it takes more than 3 seconds to open. Therefore, having a low website speed loses […].

Government 115

Government Customer Expectations 115

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

Lightico

AUGUST 12, 2021

KYC , or Know Your Customer, is a must in the world of business. It’s not enough to know the person’s name and address anymore; you need to know their personal details like occupation, family ties, etc. This can be difficult for some people who are dealing with simple paperwork, but what about those who don’t have time or access? Luckily there are now ways to get KYC done online!

Government 52

Government 52

Customer Think

AUGUST 12, 2021

Mobile app retention rates are famously low. With only 25 percent of people continuing to use an app after day one of installation, it’s clear customers have high expectations when it comes to their value. Fortunately, a clear and focused mobile user onboarding process can decrease customer churn by up to 50 percent. The goal […].

Customer Loyalty 80

Customer Loyalty 80

The Customer Service Blog

AUGUST 12, 2021

National Customer Service Week (NCSW) will take place from Monday 4th to Friday 8th October. NCSW is a week-long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. For anyone running their own business, National Customer Service Week will be a great opportunity to recognise and celebrate excellence in customer service, and your staff members who deliver it.

Customer Service 52

Customer Service Education Customer Satisfaction Customer Experience 52

Customer Think

AUGUST 12, 2021

People like Hank Barnes, Scott Gillum, Ardath Albee, and Maureen Blandford are doing some great work in helping us rethink the question of “Who is our buyer?” In addition to helping us define our buyers in much richer terms, they are helping us think about how to incite them to buy. For years, [.]. The post Who Is OUR Buyer? first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

Sales 75

Sales 75

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

RateMyService

AUGUST 12, 2021

Enhancing the value that customers perceive, boosts their loyalty by raising confidence in their purchase decisions. You’re probably using one or more CX metrics to determine a customer’s likelihood of repurchase (loyalty) and referral (advocacy). Most of these metrics have their upsides and downsides including measuring customer intent rather than customer action.

Customer Loyalty 52

Customer Loyalty CX Customer Experience 52

Customer Think

AUGUST 12, 2021

Happy customers are good customers. They return to buy more, they write nice reviews, and they recommend you to their friends. If you’re one of the lucky online stores that have experienced a surge in sales over the last year, you probably have more of them than you’ve ever had before, which is great. But […].

Customer Satisfaction 75

Customer Satisfaction Sales Customer Loyalty 75

Aquire

AUGUST 12, 2021

Building customer relationships is crucial for any business. Even if you have a high-quality product or service, it’s still only half the battle — actively nurturing long-term relationships is the most surefire way to achieve steady revenue and word-of-mouth marketing. If you’re wondering how, read on to see our tips for building customer relationships that last.

Customer Relationship 52

Customer Relationship Sentiment Analysis Social Media Omnichannel 52

Customer Think

AUGUST 12, 2021

Just imagine, an important project is running under your command with a pool of talents. Then you got the news that one of them has resigned. This is like a nightmare, right? Because you know if anything happens like this, it might cause chaos in the project. Then you have to get a replacement real […].

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75

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

MyCustomer Experience

AUGUST 12, 2021

HApple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer's versions of. 12th Aug 2021. By Colin Shaw Founder & CEO.

Manufacturing 52

Manufacturing CX 52

Customer Think

AUGUST 12, 2021

The customer service landscape has gone through a major transformation over the past few years. Customers today hold more clout than they used to. They’re more aware, have more choices, and possess a stronger voice. Brands are having to pay attention and craft experiences that meet the rapidly changing customer needs. Having a digital presence […].

Customer Service 72

Customer Service 72

Knowmax

AUGUST 12, 2021

Decision trees for insurance companies.

Customer Experience 52

Customer Experience 52

Customer Think

AUGUST 12, 2021

When it comes to navigation I usually opt for Waze but sometimes Siri can find a way out of traffic that Waze can't. On the other hand, try asking Siri to dial a phone number while she's navigating and you'll quickly learn that she can't multi-ta.

Sales 72

Sales 72

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