Callminer
DECEMBER 8, 2021
Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.
Shep Hyken
DECEMBER 8, 2021
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.
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Customer Think
DECEMBER 8, 2021
Just over a decade ago, Apple released its iPhone 4S, “the most amazing iPhone yet.” It was faster, promised eight hours of 3G talk time, and introduced consumers to a feature called Siri, the first personal virtual assistant. “For decades, technologists have teased us with this dream,” said Apple’s Phil Schiller, then the senior VP […].
Zendesk
DECEMBER 8, 2021
Over the past two years, the Internet has become our conference room, gym, doctor’s office, personal gathering place—basically, our whole life. With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition.
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Customer Think
DECEMBER 8, 2021
My posts here over the past several weeks have focused on providing information and discussing concepts that can help marketing leaders develop more effective marketing plans for 2022. By now, many marketing leaders will be in the final stages of the.
CX Network
DECEMBER 8, 2021
Qualtrics reveals the highlights from its study involving 23,000 consumers on the customer experience expectations to take hold in 2022.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
DECEMBER 8, 2021
Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer). You will learn: When it is time to hire/promote a CXO Where CXOs come from How to prepare and train a. Read Full Article. The post 066: Is it Time for a CXO (Chief Experience Officer)?
Customer Think
DECEMBER 8, 2021
“I know it’s here, somewhere, and if I just keep refining my search phrase, I’m going to find exactly what I want.” That’s the “search engine mentality” of today’s buyers, and it’s changed marketing forever. Sadly, almost all marketing content hasn’t c.
Beyond Philosophy
DECEMBER 8, 2021
Fred Reichheld, inventor of the Net Promoter Score ® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld’s new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers , shows tracking the actual referrals is the next level, what Reichheld describes as the “gold” in the business—and the future of your customer strategy.
Customer Think
DECEMBER 8, 2021
Three marketing use cases that utilize a customer data platform to fuel growth The customer data platform (CDP) is a newer technology that has the potential to transform marketing. CDPs have gained adoption as a tool for marketers, but the ability to get value has still proven difficult. Implementations have still been complex, and often […].
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.
Execs In The Know
DECEMBER 8, 2021
As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit.
Customer Think
DECEMBER 8, 2021
Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one […].
SurveySensum
DECEMBER 8, 2021
Yesterday I got a survey from a company about a recent support call. The call was great, I remember. So I thought, Why not? Let’s go ahead and give positive feedback! But when I opened the survey, I no longer wanted to answer their questions. Why? It was a never-ending survey, asking too many detailed questions, and I had to answer ALL THE QUESTIONS to complete the survey.
Customer Think
DECEMBER 8, 2021
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through.
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.
Execs In The Know
DECEMBER 8, 2021
As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit.
Customer Think
DECEMBER 8, 2021
December 06, 2021. Add to rss feed. Every end of year, I.
The Customer Service Blog
DECEMBER 8, 2021
According to new research by the Institute of Customer Service, 60% of customer service workers have experienced hostility in the past year - and nearly half of those who faced abuse said customers were becoming more aggressive because of stock and staff shortages. But the research shows that customer-facing workers in all industries (not just retail) are experiencing more abuse as a result of the pandemic and stock shortages.
Customer Think
DECEMBER 8, 2021
Image by Mohamed Hassan from Pixabay It may come as a surprise to learn that 2020 marks the 150th birthday of video conferencing. The concept had to wait until the 1930s before the word ‘video’ was invented, and the 1960s before ‘conferencing’ was added. Nor was it until the 1970s that the tech became widely […].
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
Help Scout
DECEMBER 8, 2021
Learn what omnichannel customer service is, how to get started building an omnichannel strategy, and best practices for getting it right.
Customer Think
DECEMBER 8, 2021
Approvals can be required at any stage of a task—at the start, midway, or just before completion. Regardless of when the approval is needed, what’s crucial is to obtain the needed response to move a project forward at the soonest possible time. Approvals are also necessary for standardizing processes, setting expectations, minimizing mistakes, and improving […].
Customer Think
DECEMBER 8, 2021
The Covid-19 pandemic has been a disaster for many industries, but we are now seeing more than just the shoots of recovery – some sectors are soaring. Take a look at apparel sales for one example. Compared to the same period (Q4) in 2019 analysts are expecting to see a 59% increase in sales this […].
Customer Think
DECEMBER 8, 2021
By Matt Heinz, President of Heinz Marketing 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.
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
Customer Think
DECEMBER 8, 2021
The latest release of the mobile proximity engagement platform extends its capabilities to help businesses of any size strengthen customer loyalty and drive more repeat visits and sales.
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