Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Excel Spreadsheets won’t cut it anymore. Your executive team and call center agents need easy-to-digest, visual data that can help to inform their decisions and actions.

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. First, we’ll consider why a freemium approach works so effectively when it’s executed correctly.

Sales 118

Sales Social Media Engineering Technology 118

Heart of the Customer

AUGUST 3, 2021

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.

CX 109

CX Technology Technology Customer Experience 109

Customer Think

AUGUST 3, 2021

Business owners and marketers agree that positive reviews are essential for building social proof and securing more sales. How could they not? Research shows that 70% of shoppers look at reviews before making an online purchase. When visitors see positive reviews from other users, they are more likely to engage with your brand. The idea […].

Sales 120

Sales 120

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

The Contact Company

AUGUST 3, 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 appeared first on The Contact Company.

Customer Service 105

Customer Service 105

Customer Think

AUGUST 3, 2021

In today’s global business environment, organizations must be prepared for anything. A strong foundation of trusting relationships with customers is key to navigating adversity. And, to build those relationships, you must respect, honor, and become a part of the culture in each region where you operate. At AmerisourceBergen, I have the privilege of overseeing our […].

Sales 120

Sales 120

Customer Think

AUGUST 3, 2021

Smart product recommendations are an important aspect of any successful retailer’s ecommerce strategy. They help customers find products that are relevant to their interests at lower costs for the retailer. A product recommendation made at just the right time has the power to influence a customer’s decision to buy one product over another.

Sales 117

Sales Retail 117

Shep Hyken

AUGUST 3, 2021

Everybody Wants to Rule the World. Surviving and Thriving in a World of Digital Giants. Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.

CRM 98

CRM AI Technology Technology 98

Help Scout

AUGUST 3, 2021

No matter how well-designed or intuitive your product is, customers will have questions about how to use it. Some of those questions are niche and require personalized attention; however, many are routine with standard answers. For those common questions with standard answers, it makes sense to have a resource customers can access on their own time without needing to contact support.

Start-ups 96

Start-ups Customer Experience 96

Customer Think

AUGUST 3, 2021

We all want to drive more traffic to our websites. But with so many sites vying for our attention, how can you get readers to click on yours? It’s all about the inbound links, also known as backlinks. But what exactly are they? And how do they work to improve your page ranking? Before we […].

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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

Aquire

AUGUST 3, 2021

This list of customer service tips will ensure your company provides an excellent experience for 2021 and beyond. There are no two ways about it. All customers want an excellent customer experience. Without an authentic customer-centric culture, which allows the company to provide fast support and memorable conversations, a business leaves itself vulnerable to its competition.

Customer Service 76

Customer Service Social Media CRM Start-ups 76

Customer Think

AUGUST 3, 2021

There is a common misconception that security and privacy are the same. In fact, security refers to the protection of online users and privacy is safeguarding unauthorized access to the user data. Digital security is incomplete without privacy. A website that is relying on security only will not sustain itself in the market. Today, users […].

Technology 87

Technology Technology 87

Conversocial

AUGUST 3, 2021

It’s been nearly 30 years since the first text message was sent. Despite the huge developments in mobile technology since 1992, SMS has remained a constant - a robust and universal way for people and businesses to communicate. Even with the rise of more advanced messaging channels, such as WhatsApp and Messenger, text messages are still a powerful tool in a CX strategy.

Customer Experience 59

Customer Experience CX Technology Technology 59

Customer Think

AUGUST 3, 2021

This is the second of my series of three posts discussing several issues that can affect the validity of survey findings and/or the credibility of survey reports. As I wrote in my last post, surveys and survey reports have become important marketing.

83

83

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The Contact Company

AUGUST 3, 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)… “I don’t know…” The customer’s thoughts: ‘Well, if you don’t know, how on Earth should I kno

Customer Service 52

Customer Service 52

Customer Think

AUGUST 3, 2021

Customer Lifetime Value (CLV) is a key metric for measuring long-term growth. It’s a direct indicator of how much value a customer is expected to create over the lifetime of their association with your business. A 2018 Criteo survey results indicated that 81% of marketers surveyed said that monitoring CLV can increase sales, 68% agreed […].

Sales 70

Sales Customer Loyalty 70

Zendesk

AUGUST 3, 2021

Your phone buzzes one Saturday afternoon. It’s a text message from an unknown number noting that there’s a big sale at one of your favorite stores. No pictures. No branding. Just a spammy-looking URL you’re told to click on to view more details. Now imagine getting that same text message, but this time, it’s a little different: It features clear and recognizable branding.

Customer Experience 52

Customer Experience Social Media Start-ups Sales 52

Customer Think

AUGUST 3, 2021

When the current world covid pandemic subsides, the return to “normal” is likely to see some changes in the dynamic of the market and the administration for business. The operation of the consumer market is more likely to change more than that of business to business. How might these possible changes affect the Commercial manager […].

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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

Zendesk

AUGUST 3, 2021

When your agents can deliver a great experience, customers are more likely to do business with you. To set your team up for success, you need the right tools that integrate seamlessly across your business. That’s why we created the Zendesk Marketplace, a one-stop-shop to find partners, apps, and integrations to increase agent productivity, streamline workflows, and drive customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction 52

Lightico

AUGUST 3, 2021

Banks and financial institutions set up a variety of processes to get customers to consent to terms and conditions as quickly as possible to strengthen customer relationships and grow revenue — But inconsistent ways of how T’s and C’s are currently managed only delays completion of these processes, while creating repetitive and frustrating work for both banking customers and employees.

Compliance 52

Compliance Legal Contact Center NPS 52

MyCustomer Experience

AUGUST 3, 2021

CLooking for your next step in the world of customer experience and customer service? Every week, MyCustomer scours the internet to find the. 3rd Aug 2021. By Chris Ward Editor.

CX 72

CX Customer Service Customer Experience 72

CX Network

AUGUST 3, 2021

A guide to collecting, using and actioning customer insights from data and analytics.

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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

MyCustomer Experience

AUGUST 3, 2021

BThe pandemic created an unprecedented employee experience for many industries: That of a workforce that was suddenly dispersed, remote, and. 3rd Aug 2021. By James Scott CEO & Co Founder.

52

52

Knowmax

AUGUST 3, 2021

Features of knowledge base that improve CX by 60%.

CX 52

CX 52

MyCustomer Experience

AUGUST 3, 2021

WDr. Graham Hill I need your help. I am trying to create a simple CX Influencer Index that anyone can use to assess which of the seemingly. 3rd Aug 2021. By Dr. Graham Hill Associate Director.

CX 52

CX 52

Experience Investigators

AUGUST 3, 2021

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. Customer experience management can feel like a lot.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

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

MyCustomer Experience

AUGUST 3, 2021

DAs organisations evolve to stay relevant in a changing world, many new initiatives are embarked on. However, as many as 80% of these are. 3rd Aug 2021. By Smoke CI.

VOC 52

VOC 52

Lumoa

AUGUST 3, 2021

As we see the business world shifting towards a more remote and digital landscape, the communication between customers and service employees is playing a more pivotal role in customer experience due to the lack of opportunity for face-to-face interactions. This rise in customer expectations partnered with ever-evolving technology means the road to satisfaction isn’t set in stone.

Customer Experience 103

Customer Experience Customer Journey Map Touchpoint Start-ups 103

SugarCRM

AUGUST 3, 2021

In a competitive and fast-moving modern marketplace, companies focusing on the customer have a distinct advantage. Customer-centric businesses are 60% more profitable than their counterparts due to their drive to understand and deliver exceptional customer experiences. Creating seamless customer experiences (CX) throughout your business is more critical than ever before.

Technology 26

Technology Technology CX Data Entry 26

Intercom, Inc.

AUGUST 3, 2021

One of our core company values at Intercom is “We obsess about our customers’ success.” We love solving our customers’ most important, most urgent, and most valuable problems. To do this, we believe that understanding our customers and how they use our products holistically is critical. Gaining that holistic understanding, however, is a huge, ever-changing challenge – it requires deep context into our products, customers, and business.

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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