Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Customer Think

NOVEMBER 8, 2022

Source: Content Marketing Institute and MarketingProfs (This month's Research Round-Up reviews some of the major findings from the latest content marketing survey by the Content Marketing Institute and MarketingProfs. This research has b.

B2B 130

B2B 130

Intercom, Inc.

NOVEMBER 8, 2022

As companies scale, they need robust, reliable software that can support their growth. Since 2011, we’ve been on a mission to make internet business personal, helping our customers connect with their customers through in-context, personalized communications. As we’ve grown, and our product has matured and expanded, we’ve welcomed thousands of customers – each with their own unique needs and goals.

Compliance 104

Compliance Technology Technology Customer Experience 104

Customer Think

NOVEMBER 8, 2022

No matter what you’re selling, the customer experience (CX) is a key brand differentiator. While we used to think of “brand” as a company’s logo or tagline, today it represents so much more. Your brand is the sum of every interaction an individual has with the business; it’s not just an ideal but a living, […].

CX 125

CX Customer Experience Customer Loyalty 125

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

MyCustomer Experience

NOVEMBER 8, 2022

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 8th Nov 2022. By Rhys Fisher Staff Writer.

CX 52

CX Customer Experience 52

Customer Think

NOVEMBER 8, 2022

There’s an old saying, going back centuries: “You can lead a horse to water, but you can’t make it drink.” One of my very smart clients said he had a mentor who quoted that old saying, but then added, “This is why I always look for thirsty horses.” I’ve been smiling about that ever since. […].

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122

Customer Think

NOVEMBER 8, 2022

Every customer has their own unique needs. Often, delighting the customer means extending the relationship beyond the customer success team. Connecting them with the right technical subject matter expert, product leader, or C-level executive could make a major impact, particularly when customers are experiencing challenges. Or, they may just want to know that they have […].

Customer Loyalty 120

Customer Loyalty 120

Service Quality Institute

NOVEMBER 8, 2022

When COVID hit the world in March 2020 the world was shut down, and customer service vanished. Was it because of COVID or because companies were thinking only of survival? When I wrote Feelings in 1979, the first customer service program ever developed in the world. I saw organizations spending millions on advertising trying to lure customers to their place of business.

Customer Service 52

Customer Service Gaming Education Start-ups 52

Customer Think

NOVEMBER 8, 2022

Why High-Quality User Research Participants Are Worth The Investment What is a High-Quality User Pool? When conducting user studies, getting the right kind of participants matters. So what defines a high-quality study participant? That is for you to define. Have a clear definition of what roles participants should hold, and confirm their ability and desire […].

119

119

Shep Hyken

NOVEMBER 8, 2022

Creating Defining Moments for Customers and Employees. Why Businesses Should Invest in EX (Employee Experience) as Much as CX. Shep Hyken interviews Liza Smyth, senior vice president of customer experience at Formstack , a company that helps organizations create workflows that enhance productivity. She shares how to make your internal and external customers feel seen and heard throughout their entire journey with your brand.

Start-ups 52

Start-ups CX Customer Experience Customer Service 52

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Customer Think

NOVEMBER 8, 2022

Surya SS, Head of CXM -Tredence Inc & Praveen Satyanarayana, Director, CXM- Tredence Inc. Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX). Across all industries, companies use metrics such as the Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) and to […].

VOC 118

VOC Net Promoter Score CXM NPS 118

The DiJulius Group

NOVEMBER 8, 2022

For your team members to be at their best, it goes without saying that you, as a leader need to be at your best. In addition to building strong businesses, successful leaders help employees reach their full potential. When your team is highly engaged, happy, and feels appreciated, you are more likely to have their. Read Full Article. The post Successful Leaders Help Employees Reach Their Full Potential appeared first on The DiJulius Group.

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52

Customer Think

NOVEMBER 8, 2022

We’ve all seen the headlines on how rising living costs are impacting US consumer confidence. And it’s no surprise. With food prices, energy bills, and interest rates increasing at the fastest rate in 40 years, anxious US consumers are feeling the pressure like never before. That means less money in their pockets, forcing them to […].

Customer Loyalty 116

Customer Loyalty Technology Technology 116

Logicalware

NOVEMBER 8, 2022

This content is password protected. To view it please enter your password below: Password: The post Protected: Why you need a bigger budget for customer service in 2023 appeared first on Puzzel United Kingdom.

Customer Service 52

Customer Service 52

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

NOVEMBER 8, 2022

The problem with accurately hearing what others mean to convey is not that we don’t hear their words accurately. The problem is in the interpretation. During the listening process, our brains arbitrarily filter out, or reconfigure the uncomfortable, unknown, or confusing, to make what’s been said match something our brains are more familiar with. And, with different filters that […].

Sales 116

Sales 116

Uplifting Service

NOVEMBER 8, 2022

[link]. How can you foster unshakeable customer loyalty? Great service goes a long way… but it may not be enough! The REAL secret? Authentic relationships! When your customers form a strong personal connection to your team, your product, and your brand, They’re far more likely to stick with you over the long term. Even in those moments when your service isn’t *quite* up to snuff.

Customer Loyalty 40

Customer Loyalty Hospitality Hospitality Start-ups 40

Customer Think

NOVEMBER 8, 2022

Recently, I had a fascinating conversation with a client. We talked about something I rarely hear managers discussing, and something I don’t see pundits commenting on. The topic was, “What kind of career path options do we want to develop for our people? How do we challenge and retain our people longer? [.]. The post Is There A Selling Career Path?

Sales 116

Sales 116

MyCustomer Experience

NOVEMBER 8, 2022

As we finish out 2022, retailers and consumer brands are bracing for strong, macro-level headwinds, including inflation, labor shortages, 8th Nov 2022. By Forrester Independent research and advisory firm.

Retail 40

Retail 40

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

NOVEMBER 8, 2022

The Agile methodology promises numerous benefits that companies love. One of the best advantages of using Agile is a relatively short time-to-market which saves both internal and external stakeholders precious time and money. Other benefits include heightened productivity, intuitive teamwork, increased efficiency, and more. The Agile mindset is particularly useful for organizations that are interested […].

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MyCustomer Experience

NOVEMBER 8, 2022

Digital businesses will shed the shackles of pandemic era survival at all costs. In 2023, we predict that they will refocus on the cost —. 8th Nov 2022. By Forrester Independent research and advisory firm.

Gaming 52

Gaming 52

Customer Think

NOVEMBER 8, 2022

Quite frequently, direct marketing – for example, direct mail, partially addressed mail, online and printed ads, websites and catalogue – are often looked down upon by proponents of digital marketing. There seems to be a strange perception offline comms, including email, are somehow less interesting and exciting than working in digital comms or even the […].

Direct Marketing 105

Direct Marketing 105

MyCustomer Experience

NOVEMBER 8, 2022

According to analysis from Research and Markets, the global market for Intelligent Virtual Assistants (also referred to as “bots”) is set. 8th Nov 2022. By Klaus Failenschmid Head of User Experience.

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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

CX Network

NOVEMBER 8, 2022

The head of Boots Advantage Card tells CX Network how the program has grown from 52,000 members to 15 million – and what’s next for customers.

CX 40

CX 40

SugarCRM

NOVEMBER 8, 2022

Backcountry is an online specialty retailer and parent company of four business units that specialize in gear for wilderness adventures and outdoor sports, including biking, skiing, snowboarding, climbing, fly-fishing, hiking, and camping. As a large, global distributor of B2C goods focused on making the lives of outdoor enthusiasts easier, it’s no surprise that the company has experienced exponential growth on several fronts—especially within its sales organization.

Sales 26

Sales CRM Sports B2C 26

PeopleMetrics

NOVEMBER 8, 2022

I am thrilled to announce that PeopleMetrics has acquired The Melior Group ( www.meliorgroup.com ). The Melior Group provides market research services, both qualitative and quantitative, across many industries, including healthcare and insurance where PeopleMetrics already has a strong presence. Additionally, they bring new industry expertise to PeopleMetrics, including education, non-profit, tourism and government.

Non-Profits 12

Non-Profits Healthcare Government Education 12