Inside Customer Service

FEBRUARY 3, 2022

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Our property manager called with some bad news. The flapper in the downstairs toilet at The Overlook was sticking, making it hard to flush.

Contact Center 130

Contact Center Retail Customer Service Sales 130

Customer Think

FEBRUARY 3, 2022

Mobile applications support businesses to offer a consistent engagement with users. It is in-app purchases, promotions & notifications that drive companies for building mobile apps. As more and more businesses become increasingly reliant on mobile apps, there has been a growing focus on testing these apps. As more and more businesses become increasingly reliant on […].

Customer Experience 112

Customer Experience Technology Technology 112

Intercom

FEBRUARY 3, 2022

Sometime in the 1980s, businesses started outsourcing their call centers to specialized companies in lower-cost locations to reduce operational costs. And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Customer Think

FEBRUARY 3, 2022

Think about your latest text message interactions with companies. Maybe you received a text from your delivery driver notifying you they were approaching your apartment, your dentist sharing details for an upcoming cleaning, or even your plumber saying they’ll be arriving in the next ten minutes. These convenient and welcome reminders enhance your level of […].

Technology 111

Technology Technology 111

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Heart of the Customer

FEBRUARY 3, 2022

You probably don’t need me to tell you this, but those in customer experience can have a rough go of it. You’re typically a small group – that is, when it’s not just you by your lonesome! – and you’re tasked with influencing the entire organization. That results in a different type of role, and […]. The post Nitty-Gritty CX Truths appeared first on Heart of the Customer.

CX 88

CX Customer Experience 88

Customer Think

FEBRUARY 3, 2022

Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora joins me to talk about how the Zoom ceiling is the new glass ce.

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Fonolo

FEBRUARY 3, 2022

When communicating in person, we use much more than just our words — body language, facial expressions, hand gestures, and of course, tone of voice. In fact, the majority of human communication is comprised of non-verbal engagement. Even with phone communication, tone of voice is powerful and can influence a customer’s perception of your brand. Just think: you can tell if someone sounds bored, unenthusiastic, or even hostile from their tone of voice.

Net Promoter Score 81

Net Promoter Score Contact Center Social Media Customer Satisfaction 81

Customer Think

FEBRUARY 3, 2022

As customers adapt to the world-shaking events of the last two years, their needs, desires, and shopping habits continue to change. To keep up with them in 2022, particularly as B2C brands, customer centricity will be more important than ever. In the year ahead, customers can’t remain a nameless sea of data points—they must be […].

B2C 80

B2C 80

MyCustomer Experience

FEBRUARY 3, 2022

TWe all know how convenient it is to shop online, but have you ever considered just how many items are returned and what this process of. 3rd Feb 2022. By Clare Lomax VP Sales, EMEA.

Sales 52

Sales 52

Customer Think

FEBRUARY 3, 2022

Is It Time To Change Your Loyalty Proposition? It Meh Be In the third quarter of 2021, nearly four in 10 consumers switched products or brands, suggesting that some habitual purchases had become so rote they were more “meh” than “must.” Yes, product shortages were a key culprit for the brand changes, but never mind […].

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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

MyCustomer Experience

FEBRUARY 3, 2022

ICritical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy Journey mapping can be a tricky thing for organizations. 3rd Feb 2022. By Colin Shaw Founder & CEO.

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Customer Think

FEBRUARY 3, 2022

Want to know how email nurture campaigns can boost your business? You’re in the right place! Every business owner knows the importance of developing relationships to help their marketing campaigns. But not everyone is as clued up as they should be on email nurture campaigns. We are here to fill in the blanks. We’ve created […].

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ProProfs

FEBRUARY 3, 2022

Employee onboarding is full of challenges. From making new hires feel genuinely welcomed and keeping them engaged throughout the process to setting clear expectations, it’s not every company’s cup of tea. But don’t be discouraged yet. You can take a cue from the employee onboarding examples that some of the world’s leading brands follow and make the most of it at your end.

Social Media 52

Social Media Engineering Start-ups Education 52

Customer Think

FEBRUARY 3, 2022

There is no doubt that adapting to changes and developing with the growing trends is critical for any business to succeed in this competitive environment. However, most firms fail to understand this significance and are unable to thrive in today’s digital obsession. So, what can be done to keep enterprises from collapsing as a result […].

Technology 65

Technology Technology 65

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

Hodusoft

FEBRUARY 3, 2022

10 VoIP business phone features that you need in 2022. We live in a highly digitalized age that has embraced technology in every aspect of our lives. Virtual phone systems are an essential part of business communications, and the diverse capabilities of VoIP phone systems have made task management extremely easy and well-organized. What is a VoIP Phone System?

Customer Satisfaction 52

Customer Satisfaction Contact Center Gaming Technology 52

Customer Think

FEBRUARY 3, 2022

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Technology 65

Technology Technology 65

SugarCRM

FEBRUARY 3, 2022

Now more than ever, time compression is everywhere. Popular online “speed-to-serve” masters such as Amazon and Uber have conditioned us that we should never have to wait. Today, speed is a critical customer experience issue. Responding to a lead must be done in seconds or minutes and you should highly accelerate the Service Level Agreement (SLA) completion time.

AI 49

AI Sentiment Analysis Outlook Sales 49

Customer Think

FEBRUARY 3, 2022

January 31, 2022. Add to rss feed. During my career as a.

Customer Feedback 65

Customer Feedback 65

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

ProProfs

FEBRUARY 3, 2022

Choosing the best online teaching tool is one of the many prerequisites in today’s time. . Over 1.2 billion children in 186 countries have transitioned towards online learning since 2020, which makes choosing the best virtual classroom essential for every company, school, and organization. . Which leaves us all with one unanswered question. . Which solution is going to help me teach the learners effectively and seamlessly?

E-commerce 52

E-commerce Start-ups Education Manufacturing 52

SurveySensum

FEBRUARY 3, 2022

A few days back, I spent almost 2 hours creating a beautiful, engaging, and all-inclusive B2C survey. . It was detailed, containing 10 questions, asking everything about the consumer’s journey from not knowing about the brand to using its features! But I didn’t receive a great response to it. Well, I built it, so they are bound to respond right?

B2C 72

B2C Close the Loop CX NPS 72

Aquire

FEBRUARY 3, 2022

Today’s technology helps customers stay connected with businesses more than ever before. But with so many different ways for customers to communicate with companies, how do you ensure they get seamless, quality service throughout their journey? Omnichannel customer service is the key. To start exploring how you can apply this strategy and meet rising customer expectations, we’ve put together this omnichannel customer service guide.

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Omnichannel Customer Service Social Media Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

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